2.02 – Dealing With Dissatisfied Customers – The Right Way
Even with the best products, services, and customer care, you’ll inevitably encounter unhappy customers. How you handle both justified and unjustified complaints is crucial to your business’s reputation and long-term success. Here are some time-tested strategies for managing dissatisfied customers effectively.
Listen, Listen, Listen
Many people believe they’re great listeners, but the reality is often different. Even good listeners have moments when they’re distracted, stressed, or preoccupied. When dealing with an upset customer, it’s essential to set aside personal issues and preconceived notions. Take a deep breath, remain calm, and focus on listening.
To ensure you understand the customer’s concerns, paraphrase their complaints and express empathy for their dissatisfaction. This approach isn’t an admission of guilt but a way to show you care. Once you’ve understood the problem, work on developing a solution collaboratively.
Interrupting, arguing, or becoming defensive will only escalate the situation. Treat all customers with respect, even if you think their complaints are unfounded. Handling complaints professionally can prevent negative reviews and potential lawsuits.
Develop a Solution
When a customer complains, they’re expressing dissatisfaction with the service or product. After listening to their concerns, the next step is to develop a solution.
You have two main approaches:
Ask for the Customer’s Proposed Solution
By asking the customer what they think would resolve the issue, you get a clear idea of their expectations.
Sometimes, their solution might be less costly or easier to implement than what you had in mind. This can turn a negative experience into a positive one, strengthening their loyalty.
Propose a Solution
If the customer doesn’t have a proposed solution, suggest one yourself. For example, if a customer missed an appointment due to your scheduling error, apologise, ask for their solution, or offer a discount on their rescheduled appointment. Ensure they receive the best possible service when they return.
The key to resolving complaints is empathy. Putting yourself in the customer’s shoes helps you understand their perspective and find a satisfactory resolution.
Handling Product Complaints
For businesses that sell products, a common complaint might be about a defective item. In such cases, you can offer a replacement, repair, or refund. However, if you believe the customer misused the product, you face a dilemma. You need to decide whether the customer aligns with your definition of a “good” customer.
Even if you decide not to continue business with a problematic customer, aim for a harmonious parting. Ensure they don’t leave angry and spread negative word-of-mouth about your business.
Additional Tips for Handling Complaints
- Stay Calm and Professional: Keep your composure, even if the customer is angry or unreasonable. Your professionalism can help de-escalate the situation.
- Follow Up: After resolving a complaint, follow up with the customer to ensure they’re satisfied with the outcome.
- Learn from Feedback: Use customer complaints as opportunities to improve your products, services, and processes.
Handling dissatisfied customers well can turn a potentially damaging situation into an opportunity to build loyalty and improve your business.
