10 Ways to make Unhappy Customers Happy so they will keep coming back
1. Hear the customer out.
In addition to getting a problem resolved, the customer wants to feel that he or she has been allowed to tell their story to a sympathetic ear.
2. Don't argue.
They may be angry or saying things that simply are not true. Don't fight back. By letting the customer sound off, you are creating time for the person to calm down. He or she may not yet be ready to listen to reason.
3. Show you are sorry.
Let the customer know you are are sorry there is/was a problem, but that you are glad to hear about it. You are not admiting error (unless you should) but simply letting the customer know you regret the situation, no matter what the reason is or where the fault lies.
4. Win them over with empathy.
You have calmed the customer down by listening. Now let the customer know you understand how she must feel. "That must have been frustrating for you. I can see how disappointing it must have been to get the merchandise home only to experience a problem".
5. Start your investigation.
Once the customer has settled down, you should be able to ask questions and get answers taht can help you accurately determine the scope and nature of the problem. After you ask a few questions, repeat the information conveyed to you to make sure you understand exactly what the customer perceives as the problem. (Sometimes what YOU think is the problem has not even crossed the customer's mind...it could be something entirely different.)
6. Find out what the customer wants.
Sometimes a customer simply needs to blow off steam (perhaps justifiably) but does not really expect any thing to be done. In this case, you have helped simply by listening and understanding the dissatisfaction. If the customer wants something more, be sure you understand EXACTLY what she is asking for.
7. Explain what you and can not do.
If the customer is asking you to do something that is within your power to carry out, do so at once. If it's not that simple, you may have to involve someone with more authority. (Your DSM, perhaps). Sometimes people just want to know the spoke with the "boss". (I'm sure you upline would be happy to make a phone call for you...hint hint)
8. Set up a plan.
Once an alternative is decided upon, set up a course of action that is agreeable to the customer. Be specific about what will occur adn when: "I will see the accounting department this afternoon. Refund checks are issued on alternate Fridays, so you should expect to hear from us within the next 10 business days".
9. Take action.
You have made an unhappy customer smile again by promising action. Now you must carry it out. Act promptly before other work gets in the way and distracts you.
10. Check back with the customer.
Whenever possible, follow through by checking with the customer to see that the implementation of the solution has been satisfactory. Let the customer know you appreciate the opportunity to make things right and that you appreciate the continued business.
