4 Steps to Dealing with Unhappy Customers
When in business, it’s inevitable that at some point or another, you’ll have an unhappy customer.
Of course, we know your product or service is the best! But sometimes, despite our best efforts, something goes wrong.
That’s just part of the game.
>>Luckily, there are 4 steps to dealing with unhappy customers for when the inevitable happens.<<
Keep reading to find out!
Step 1: Make Them Feel Heard
When you have an unhappy customer, the first thing to do is to just make them feel heard. Many times people just complain to feel heard. They get angier when you don’t validate their feelings.
Listen intently, and reply with things like, “I understand that’s frustrating,” and “I’m so sorry you’re experiencing this.”
Step 2: Thank Them
After you’ve listened to their problem, the next thing to do when you have an unhappy customer is to thank them for doing a service for your company.
Say something like, “I appreciate you for reaching out so we can correct this issue,” because you should be grateful! You need to know if there are issues, and if they hadn't reached out, you wouldn’t have known.
Step 3: Ask What You Can Do
Often we are quick to jump to the conclusion that unhappy customers want a refund or return to rectify the situation, but many times if you’ve done the first two steps, that’s all they wanted.
Many people just want you to be aware there’s a problem, and that’s it! Not everyone wants to make a “big deal” out of the issue, so ask THEM what you can do.
Step 4: Thank Again and Follow Through
Here at Social Curator, we’re advocates for “double-thanking” before you follow through with what you promised.
If they DID ask for a refund, give it to them.
If they requested a replacement product, send it.
If they DIDN’T ask for either of those things, perhaps you give them another benefit, such as a coupon or discount.
If this was a REALLY bad situation (like you lost a couple’s photos after their wedding), you may want to consider sending flowers, a gift card, or an edible arrangement.
It may seem a little “extra,” but this is a great way to provide quality customer service and limit the chances of receiving a bad review on a public platform.
So there you have it: 4 steps to dealing with unhappy customers, regardless of what industry you’re in.
If this resonated with you, chances are you want to get your hands dirty. You want to do the best you can for your clients, and you want to serve them well so you can get more customers for your business.
That’s amazing, friend!
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Group Coaching and Masterclasses (with Jasmine)
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Ready to start making more SALES for your business? Click >>HERE<< to join Social Curator today and we’ll see you in our private community soon.
