Negative customers and complaints are inevitable in any business. How you deal with them, however, can make all the difference in the world.
There are a few different strategies you can use when dealing with negative customers and complaints.
Today, we’re going to discuss 7 strategies so that you can be better prepared to handle whatever comes your way.
Strategy 1: The “I’m Sorry” Approach
This strategy is pretty self-explanatory. When you receive a complaint, the first thing you should do is apologize. Acknowledge that there was a problem and that it wasn’t up to your standards. This will go a long way in diffusing the situation.
From there, you can offer a solution. This could be anything from a discount on their next purchase to a replacement product. Basically, you want to show the customer that you’re willing to make things right.
Strategy 2: The “Let me help you” Approach
This strategy is similar to the first one, but it puts a little more emphasis on solving the problem. Again, you’ll start by apologizing for the situation. But then, instead of just offering a solution, you’ll actually help the customer resolve the issue.
This could mean walking them through how to use the product properly or helping them troubleshoot an issue they’re having. Whatever it is, you want to make sure that they leave the interaction feeling satisfied.
Strategy 3: The “I’ll Escalate This” Approach
This strategy is for when you’re not able to resolve the issue yourself. Maybe the customer is asking for something that’s outside of your power to give them. Or maybe they’re just being unreasonable and you can’t meet their demands.
In these cases, the best thing you can do is escalate the issue to someone who can help. This could be a manager, a supervisor, or even just a different department altogether. The important thing is that you let the customer know that you’re doing everything you can to help them and that someone will be in touch soon.
Strategy 4: The “We’re Sorry” Approach
This strategy is similar to the first one, but it’s for when the issue isn’t just with one customer. Maybe there was a problem with the product itself or something went wrong on your end.
In these cases, it’s important to issue a public apology. This could be through an announcement on your website or social media, or even just a sign in your store. Whatever you do, make sure that you’re clear about what happened and that you’re sorry for any inconvenience caused.
Strategy 5: The “It Was Our Fault” Approach
This strategy is for when you know that the issue was definitely your fault. Maybe someone made a mistake on your website or a product was defective.
In these cases, you need to take responsibility for what happened. Again, issue a public apology and make it clear that you’re taking steps to fix the problem. You might also want to offer some sort of compensation, like a discount or a freebie.
Strategy 6: The “We’re Working on It” Approach
This strategy is for when the issue is something that you can’t fix right away. Maybe there’s a bug in your software or you’re waiting on a shipment of replacement parts.
In these cases, it’s important to keep the customer updated on your progress. Let them know what the status of the issue is and when they can expect it to be resolved. This will help to keep them calm and hopefully prevent them from taking their business elsewhere.
Strategy 7: The “We’re Listening” Approach
This strategy is for when you’re not sure how to fix the issue but you’re open to suggestions. Maybe you’ve been getting a lot of complaints about the same thing and you’re not sure what to do about it.
In these cases, it’s important to let the customer know that you’re listening to their concerns and that you value their feedback. Ask them what they would like to see done and take their suggestions into consideration. This will show them that you care about their experience and that you’re willing to make changes based on their input.
Negative customers and complaints are a part of doing business. But how you deal with them can make all the difference in the world.
By using one of the strategies above, you can turn a negative situation into a positive one. And that’s something that will benefit both you and your customer in the end.