Dealing with Disappointed Customers: 6 Ways to Win Them Back

No matter how well you run your company, at some point in time someone will become unhappy. It's just the cost of doing business. It's important that you recognize when a customer is dissatisfied, but it’s even more important that you handle the situation in an effective and timely manner. Your process for assisting in and resolving customer issues will form the basis for public perception of your company and this is why it is vital to handle it correctly.
After years of advising our clients on dealing with disappointed customers, we’ve found that there are several excellent steps you can take to resolve almost any issue and start winning customers back before they even considering leaving.

1. Compassion trumps procedure.
Many companies are so wrapped up in procedure; they forget to simply be a human when dealing with disappointed customers. Compassion is crucial, and we’d argue that sincere empathy wins out over company policy nearly every time.
Put yourself in your customer's shoes. Listen. Try to understand what has made them angry or unhappy. The customer will be measuring your level of sincerity in settling their complaint. And don't think they won't be able to tell right away if your efforts are half-hearted. They can. If customers perceive they are being maneuvered in some way - or worse, that they are dealing with a company robot - then you've already lost them and the chance of winning them back is pretty small.

2. Transparency goes a long way.
Hiding your head in the sand is simply not an option when dealing with disappointed customers or a company mistake. Be honest and open about as many details as possible.
Let your customers know the pertinent facts:
• What has happened?
• What steps you're taking to correct it?
• When they can expect the issue to be resolved?
• Where they can go for help?
• Who they can contact for additional information?

3. Set an example from the top down.
Any corporate policy created will never be successful unless it begins at the top. When executives, managers and associates see that top brass believe in their policies and personally deal with customers in the same way in which they are asking associates to do, confidence is instilled in corporate leadership and positively affects the morale of the entire organization. Customers can feel it. And they will want to continue to do business with you, even if you goof.

4. Empower associates to resolve conflict.
Often, associates do not know what they are allowed to do to help the customer. Must they strictly adhere to company policy, or do they have the freedom to handle a situation how they perceive is best? Do they pass the complaint on to their supervisor? What if the supervisor is not available? This leaves the associate with no recourse when dealing with disappointed customers. It means that customer may walk away from your office, perhaps forever. Worse yet, they might tell everyone they know about their experience.
When planning your customer satisfaction policies, leave some wiggle room for frontline associates to soothe ruffled feathers before having to call in the higher-ups. This provides empowerment for the front line associates and prevents your customers from needing to make multiple contacts to correct his/her issue.

5. Address the full scope of a problem, not just isolated incidents.
If your best customers are distraught, they are likely waiting for you to acknowledge the problem and explain what you'll be doing to remedy it. They'll also want some evidence from you that you've taken steps to ensure they remain loyal to your brand. Whether this is an in-store incident, an online problem or something even bigger, be sure to acknowledge all customers who have been affected.
Even more important - examine why the issue occurred in the first place and take every step necessary to ensure the same problem does not happen twice. The only thing worse than a public mistake, is the same mistake occurring again.










https://www.eventzilla.net/web/event/-exceptional-customer-service-value-2138865031

Pitfalls to Avoid in your Customer Service
Customer service is crucial especially given the sheer amount of choice consumers have today. Any customer who has a bad experience with a brand has plenty of others to choose from. With that in mind, here's a look at five things that you or your employees should not do when dealing with your customers.
• Don't give the hard sell: it is fine to softly peddle the up sell, but when a customer says no thanks, note it and move on. Pressing hard can make you look like a bully, or even worse, desperate. Taking "no" for an answer could actually lead to increased trust from your customers.

• Arguing with customers: Even if you're right, somehow, you'll end up being wrong. This doesn't mean you should give the customer carte blanche if they complain. What it does mean is that if you can't easily rectify the complaint, or the customer's demands are unreasonable, is that you should calmly and politely control the conversation. Letting your emotions take over--or allowing the situation to devolve into yelling or shouting--does you no good and can make you look unprofessional in front of other customers. Most problems can be headed off with the right words and the right tone of voice.
• Don't over promise: Don't make promises you can't keep--all you'll do is make customers angry when you can't deliver. Better to tell customers up front that a service might take a while or might be hard to arrange, and then look like a hero when the job takes less time than promised or when the service can be provided after all. A customer would rather be pleasantly surprised than hit with a negative surprise. Happy customers are repeat customers.
• Don't be afraid to say "no": This fits in with the previous two items on the list. By being willing to say "no" on occasion, you'll avoid overloading yourself. Service personnel who always say "yes" end up juggling too much, which often leads to customer service disaster. Much better to be honest with the customer than to try too hard to please.

• Don't stonewall: Keeping consumers in the loop on sales and service processes will help keep them happy. They worry about it, and they want to be kept in the loop, should problems arise. Keeping them in the dark serves no purpose, save perhaps chasing your customer to your competitor.
There are many things you can do to keep your customer relations successful. Not doing any of the five things listed above can help as well.

https://www.eventzilla.net/web/event/-exceptional-customer-service-value-2138865031

How far can you go to Wow a customer?

A large part of customer service success is creating a seamless experience. Customer needs are anticipated; systems are in place; employees are trained. The company runs like a well-oiled machine. But what happens when the unexpected happens? Customers have an “unusual” request or they simply don’t know the rules of the system? The unexpected, I suggest, provides the opportunity to stretch the system, improve the system, or even forget the system and Wow a customer.
For companies with excellent systems in place, the next frontier in customer service is Wow, handling the unexpected creatively. Big companies and professionals practicing creative customer service successfully have two things in common.
The first commonality is that they care; Management cares. Employees care. Everyone cares a great deal about people. They like to help people solve problems. In fact, not helping people would be like kicking a puppy. How much does your company care? How much do you care?
The second commonality is that employees have authority; Even when people care, if their hands are tied they can’t help. In addition, employees who aren’t especially “caring” might be motivated to be creative for customers simply because it feels good to exercise their authority. Do you have enough authority to be creative?
With all of the advances in technology, doing a good job isn’t good enough to separate from the pack. The prize will go to the one creating new frontiers. How far will you go to Wow a customer?


Discover more at our Customer service Training on A march 24 and 25 of march 2016
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Fee 30k


Benefits
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contact us at jvconsultoutlook@gmail.com
07067431766

DELIVERING EXCEPTIONAL CUSTOMER VALUE TRAINING
Overtime it has been observed that training and retraining of employees can help to bring about the expected efficiency and effectiveness and enhanced performance in any organization.
Therefore, for any organization to compete favourably with the ever challenging and competitive global business environment it is expected to train and retrain its workforce while having in mind THE TRAINING NEEDS of each staff. We offer special training programs for staff in various organization and assisting team members in their continuing personal growth and career development, from pre-employment preparatory job training to executive development programs to retirement training having in mind the organizational goals and objectives, productivity and performance target.

Content
1. Professionals as well as organizational image;
2. Communication basics ( good telephone skills);
3. Managing difficult customers.
4. Projecting Organizational self Image
5. Managing High and low context customer

For
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