Customer Satisfaction Recovery: How to Address and Keep a Complaining Customer

Customer Service Training Resource
October 25, 2012 — 1,082 views  
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Customer Satisfaction Recovery: How to Address and Keep a Complaining Customer

It can be challenging for a business to create an effective customer management strategy. In many cases, businesses will encounter customers who have had a bad experience with a company's products or services. While a complaining customer can be difficult to manage, it's important to understand how they can impact sales and consumer brand perception. In many cases, customers who have had a negative experience with a company will share that experience with others. In the age of social media, this can be a PR disaster for a company. Fortunately, there are a number of effective ways that a business can turn a complaining customer into a satisfied one. The following guide provides effective tips and tricks on how to address and keep a complaining customer.

It's important to make sure that employees at a company or business are properly trained on how to deal with customer complaints. If a customer feels that he or she is being ignored by a company, he or she may grow very angry. This anger can lead to negative company reviews on the Internet and many other areas.

It's essential to make sure that employees are taught to emphasize with a customer in the event of a bad experience. By emphasizing with customers, it may be possible to calm them down. It's also important to make sure that employees are taught to not respond in a defensive way. If an employee accepts responsibility for a bad customer experience, that customer's anger will probably decrease. Even if the employee is not responsible for the bad customer experience, he or she should take responsibility for it. 

Once a customer has calmed down, it's important to work with him or her to find a solution to the problem. If a customer is having issues with a return, try escalating that problem to a higher level manager. In addition, it may be possible to offer a discount on various products and services offered by a company. In many cases, this can be a great way to boost sales and improve consumer brand perception.

In addition, it's essential to make sure that negative social media reviews are addressed as soon as they are posted. By maintaining a social media presence on the Internet, it's often possible to address negative reviews before they are seen by lots of people. In many cases, this can be a great way to ensure that a company maintains a good reputation.

 

Customer Service Training Resource


It can be challenging for a business to have an effective customer management plan. Businesses often encounter customers who have had a bad experience with the company. This article provides effective tricks on how to address and keep these customers.