Businesses these days, are very well aware of the importance of customer satisfaction and its impact on their success. Business owners are ready to go above and beyond to make their customers happy. But there are times when things do not go as planned. Some customer relationships might get damaged due to an unfavorable event. What should be done in such cases? Read on to know.
Figure out what went wrong:
This should be the very first step when repairing a damaged customer relationship. Monitor the consumer-agent interaction and try to have a deep understanding of what went wrong. Figure out what actually happened and who was at fault. Consider asking the customers how they see the problem. This can help you see the situation from their point of view which can further help come up with the best solution so as to win your lost customers back.
Admit and apologize:
There are two possible outcomes of this assessment:
i) Either the consumer was at fault or
ii) it was the agent’s mistake.
If it’s the agent who is at fault, do not waste any time and reach out to the unhappy consumer, admit your mistake and apologize humbly. This kind of transparency can actually help regain your customer’s trust.
Offer a solution:
Now, since you know the problem, you can offer an appropriate solution. For instance, if the customer’s product was faulty, or otherwise unacceptable to him/her, consider offering a new version of that product, free of cost. You can even offer an incentive or discount on the next purchases. This will not only help win back an annoyed consumer but also strengthen the relationship further.
Strive for customer retention:
Winning back an unhappy customer is not enough. Once you’ve got them back, you should then do your best to keep them. Always remember why he/she became disgruntled in the first place so that you do not have to woo back an unhappy customer once more.
Don’t believe these strategies work? Why don’t you try them yourself?