Managing customer dissatisfaction or possible disappointment to a customer is important for the health of the business in future.
There are many times it is impossible not to disappoint a customer, for instance when the item she has ordered is not in stock, when the processing of the order is likely take too long than she is willing to wait or mis-communication of an item she ordered.
You have to deliver the message to perhaps already irate customer. Here are some ways you could use to convey the message and re-invent possible customer dissatisfaction to a life time customer loyalty:
1. View the problem as an opportunity to reassure the customer your commitment to give her the best service in the future and win her over. Most loyal customers are not the ones who receive adequate service. The diehard fans are those customers who run in to problems and are treated very well by customer service representatives.
2. Inform them early Most customers will understand you if you tell them what is happening. Come out without hiding and inform them of the problem. You could start “ I’m sorry but bear with me you have to wait a little longer...”
3. Break the news personally or over the phone Don’t write an email, its best if you personally go and break the news to the customer verbally to avoid further misunderstandings and the customer feel respected.
4.Explain the situation If you can provide a good business reason for the problem explain it in manner that the customer will understand and appreciate.
5 Offer an alternative Let the customer you made effort to come up with an alternative solution to the problem at hard.
6. Ask for their suggestion If they don’t like the alternative that you’ve offered, encourage them to come up with their own ideas. Example: “Since I can’t offer you that product, what would you suggest?” As they speak, listen attentively and take their comments seriously. You might want to say “Could you speak a little more slowly? I’m jotting down a few notes, and I don’t want to miss anything.” Most customers are impressed when service providers take the time to give their full attention.
7. Talk positive of your organisation Despite the agony of disappointing the customer don’t join her in getting angry and complaining about your organisation. You can sympathise with the customer but don’t complain about your organisation to make her feel better.
This might take her confidence in your organisation to a new low position which would result to her leaving for your competitor. Don’t join her by saying “ yeah you are right our manager did not give your order preference.....” Instead tell her Example: “Our manager doesn’t make that kind of mistake often. I’m just sorry that it had to happen with your order.”
8. Tread the customer in a fair way Spend some time and even money fostering goodwill. Customers will remember your efforts long after they’ve forgotten the problem.
9. Thank customers for their patience and understanding, even if they haven’t been all that patient or understanding. Even the angriest customers want you to treat them with respect. And you can salvage most situations if you’re willing to say: “I know that you’re upset, and you have a right to be. I appreciate the way you’ve handled the whole incident.”
10.Let your boss take over. Sometimes, despite your efforts, a customer will be irate. At that point, your best option is to let someone higher up take over. But do so in a way that doesn’t make you seem powerless in the customer eye’s, and doesn’t make the customer feel as if you’re passing the buck.
Example: “I wish I could help you, but it’s my understanding that we can’t offer refunds under these circumstances. Because you’re such a good customer, I will ask my boss to explain the situation to you. He may be able to answer your questions better than I can.
Customer dissatisfaction complaints if not well handled poses a reputation risk for the company. A special experienced team within customer service should be set aside as customer dissatisfaction monitoring and response team. This helps the organisation to be in control of possible reputation risk.
Employee dealing with customer dissatisfaction complaints need to be highly motivated.