This is because, where there are customers, there are complaints. As much as you’d like to hope that no one will ever be unhappy with your product or service, you’re almost guaranteed to encounter at least a few customers who are less than fully satisfied.
In a crisis, you can elevate your stature [with] how well you handle the situation. A negative experience can be the best time to show your value. Next time you’re faced with a negative customer experience, here are four tips to help you resolve the issue and regain the customer’s trust.
4 Tips for Handling a Customer Service Crisis In Your SME.
- Acknowledge the problem. The classic customer service cliché says that the customer is always right. While it may, in fact, turn out to be a misunderstanding, the worst thing you can do is dismiss a customer who tells you he or she had a problem with your business.
- Apologize for it. Once you’ve acknowledged the customer’s issue, apologize for it and ask what you can do to help. Gather the facts about the situation, and determine a course of action from there.
- Take action. Saying you’re going to fix a problem is one thing; actually doing it is another. Make sure you honor your commitment to take care of the customer’s complaint. If you can’t correct the problem, offer a coupon or voucher as a way to ask the customer for another chance.
- Follow up. When you’ve done what you promised to do, follow up with the customer to make sure that your solution was satisfactory.
No matter which person on your team is responsible for handling customer relations, it’s imperative that you embody excellent service as the head of the company as well.
Great service has to come from the top. Lower level employees aren’t going to be inspired and motivated unless they see their leader providing exceptional service.