A call from an angry customer yelling and hurling insults while trying to express that they are dissatisfied with a product or service. A bad or negative online complaint and reviews portraying their disappointments. A one-star rating. We all as business owners have been there and…Maybe still there! Pissed consumer complaints can be daunting and it can damage one’s online reputation. Instead of following your first instinct of yelling back or getting angry, why not inculcate these strategies. The aim is to solve the issue, retain the customer and guard the brand’s credibility. Here are the Do’s and Don’ts that will help in serving your customers better
Want to understand an angry consumer better? Put yourself in their shoes and try to see things from their perspective. Listen attentively to what they have to say without interrupting. This will help you to know the root cause of the problem and how to handle it.
Understand their feelings and empathize with them. Apologize accordingly and let them know it is your concern that they aren’t pleased by a product or service. This will set a good tone for subsequent conversations and actions. Moreover, in the case of online complaints and reviews, respond quickly and apologize before taking further actions.
One more thing, even if they are going overboard with the complaints, they don’t sound genuine or the complaints are uncalled for, still, apologize! It will do no harm but good.
Train your employees on the strategies to respond to pissed consumer complaints at different scenarios. This will prevent responding on impulse and wreaking more havoc. One example is to make a draft of responses to address complaints. It should be open to adjustment according to the situation.
Resolve the issue and ensure the customer is satisfied. This can be done by offering them a discount on their next purchase or partial refund. If the customer insists on a full refund or replacement, go ahead and do so. Don’t forget to follow up on them through an email, message or call to ensure they are content with the outcome. This is a great way to retain a customer and build a relationship.
Sometimes, customers might make us be at our wit’s end, no matter the case, don’t argue with them or get angry. Start the conversation on a good footing and present your points respectfully. Arguing with them will only add fuel to the fire.
In order to please an unhappy customer, do not make promises you won’t fulfill or that is against the company policy except if asked to. Failed promises will cause more harm than good. Trust, brand’s reputation and all are at stake.
Businesses who put their customers in high esteem will make time to reply to their complaints accordingly without copy-pasting the same reply for everyone. This will tell the customer that you value them and that you prioritize customer satisfaction overall.
Here are the tips and tricks of handling pissed consumer complaints. To sum it up, see your customer as part of your business family, value them, treat them right and they will do the same for you!