Secrets to converting your customer complaints into compliments
‘More than 70% of customers will give you returning business if you resolve their complaints in a satisfactory manner.’ — Lee Resources
This shows how important customer service is. If you look with care, then this number provides a big opportunity for businesses. But this also means a slight negligence can lead to you losing out on this opportunity.
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As a matter of fact, according to American Business Survey ‘close to 80% customers bailed out of their transaction because of poor service experience.’
Now those are staggering numbers. And, these numbers show how critical it is to handle customer complaints in the right manner. But, what’s the secret? How can businesses get over the fear of handling customer complaints? How can they convert their biggest fear into the biggest window of opportunity? How can they bell the cat of complaints?
The secret to this lies in following this three step approach I’ve figured out. Here are those three steps -
Stay in control
The thumb rule of handling a customer with a complaint is to never show fear. People are afraid of dealing with customers who come with a complaint. The reality is that irate customers can be the biggest source of business growth. Like Bill Gates has said — Your most unhappy customers are the biggest source of inspiration for your business.
If you resolve a customer complaint with confidence be sure to get a dedicated follower. And, also a means of word of mouth publicity for your business. The secret to that lies in remaining in control of the situation. Don’t get afraid to handle customer complaints.
Whenever someone comes with a complaint about your business, handle it with confidence. Be confident and show them that they are at the right place. And that you will resolve their complaint to satisfaction.
Win their trust
The first step to win customer trust is to connect with them. This is where empathy comes into the picture. When a customer comes with complaint the first thing they expect is a human response. You need to make them feel that they are dealing with humans and not machines.
Taking time to understand their problem. And then telling them about how you will resolve that can help you to win their trust. I like to call it the ABC of trust building. Here’s how it works -
- A — Apologize for the issue
- B — Brief about the problem (to make sure there is no mis-communication)
- C — Clear action plan (on how you are going to resolve the issue)
This simple approach can do wonders to win customer trust, no matter which industry you are a part of.
End their confusion
Many a time people come to you with a complaint. But in reality that complaint is not an issue, but some confusion about the product or service. This is where you need to smart enough to end their confusion.
Don’t use language that will belittle their knowledge about your product or service. Rather encourage them to ask questions. And offer them precise information about how they can make the most out of your product and services. This will help to strike the chord with the customer and connect at a more personal level. The customer will know that you are not here to only sell. But you are here to make long term business relationships. Aren’t you?
Make the most of social media
Internet is the untamed beast, which if not handled well can break your business. People have more power to talk about their experience with a business than ever. Thanks to the rise of review sites anyone and everyone can see those experiences. A single bad experience listed by a customer on these sites can earn a bad name to your business.
This makes it more important than ever to offer an unmatched customer service. You need to play smart. Make sure there is no scope of customer disappointment once he comes to youfor anything. And that will sow seeds of a long-term relationship, which can help your business grow.
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Don’t forget to thank them!
The mantra to running a successful business is to make the customer feel special. So, last but the most important, thing is — ‘Never forget to thank the customer’. After all, they are taking time to share feedback about your business. Whether it is complaint or confusion, they deserve your appreciation. This small gesture can be the difference between a complaint and compliment.
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