Customer dissatisfaction occurs for a number of different reasons, and just as varied are the reactions of our customers to said dissatisfaction. Hey, as long as business is run by humans for humans, there will be mistakes made. And sometimes, the mistakes will be yours to own up to.
Lemmie get one thing straight before I begin, though. The strategies and tips that I am writing about have developed over many different jobs with many different customers. I'm not singling anyone out! Anyway, let's get right into it.
The first thing I notice is that everyone approaches the concept of dissatisfaction incorrectly. Both sides of the fence too; both customer and client. Things go wrong. It happens. And in all honesty, a customer knows when they are in a business relationship that is just plain useless. But that doesn't matter right now. What matters is that both sides are currently divided- the customer is unhappy, and it's the fault of the business. When dealing with these situations, try to remember the following points:
1. Some customers will take mistakes personally. They just do. Instead of matching their emotion, get on their side. Don't trash talk the company you work for, but if you or your organization made a legitimate error that led to a customer's dissatisfaction, own up to it! Let the customer know that the whole business is on their side, and you are merely their guide towards compromise. Honesty.
2. Stay calm. You must never scream or insult a customer. Stay even. Keep your tone regular, and constantly remind them that whatever problems they are having can, and will, be solved. Some customers will get nasty, and swear or abuse you. Don't get mad! Simply inform them that if they are going to continue to talk to you in this manner, that you will hang up. And if they continue guess what?
HANG UP. Life's to freakin' short, man.
3. Empathy, not sympathy. In a perfect situation, a business knows whether or not its at fault for something that has caused a customer's displeasure, and that customer is telling the truth. This is not always the case, but let's pretend we live in a perfect world. You are not the customer's slave, and they are not just dollar signs. When you work on coming up with a solution to the customer's complaint, always keep compromise in mind. Make sure the customer knows that you want to work towards a solution that works for everyone, not just the customer. And not just you.
4. Same team! I can't emphasize this enough. You and your customer are on the same team. There is no “us versus them” mentality that applies here.You want them to keep on frequenting your business, and they want to get their issue resolved. Now that you've chosen sides, meet in the middle! There are myriad ways to deal with problems. Don't limit yourself!
5. Sometimes…people suck. It's true. Sometimes, you just come across someone that is just plain nasty, and no matter what you do, they are never happy and always a miserable chore to deal with. These aren't customers. These are bullies. And no matter how much their business is worth to you, you should never put up with outright cruelty. Do not be afraid to divorce from certain customers. Sometimes, it's the best and only choice for both of you.
In summation, just be a good human being to each other. Put yourself in their shoes, and try to understand the situation from their point of view. When you look at an unhappy customer and decide to be on their side, you'll get much better results than approaching such a situation in an accusatory, or defensive manner. People are people the world around, and on the most part, people want to be treated fairly, and with respect. That's it.
Go spread some joy, willya?
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