How To Turn Horrified Customers Into Happy Customers

So why are there upset customers?

Angry customers feel that way because they have a problem with the product, the product they bought from your store may be broken, that new smartwatch not functioning or they don’t know how to use the device properly. Whatever is the reason, our goal is to make them happy. Customers want help from your company to know what possible solutions to their problems.

    As business owner, the power is really in your hand. Give your best shot to resolve issues and glitches.     

    After all, we all want to make our customers happy. What makes them happy?

• LISTEN TO WHAT THEY SAY.  Let your ears be opened to hear out their concerns. Listen before reacting, listen without judging.  Paying attention to their pain points will help you better understand where their anger is coming from. It is the best way to gather the right information.  Acknowledge them by restating their concern. Let them feel that you understand all the details and respond to it quickly; Do not be reactive, instead be responsive.
• HAVE THE PASSION TO SERVE Putting yourself in your customers’ shoes is the best way to understand where they are coming from.  It removes barriers between you and them. It also gives you a chance to build rapport with them. Through this, you will gain their trust.

Give them an assurance that you won’t let that call end without helping them.  When you know what the problem really is, everything becomes so easy for you.

• BE SHARP ALL THE TIME. We all need to develop the ability to solve problems because they will never go away. Analyze all gathered information and provide the best solution. Giving immediate solutions that may help them to be at ease is helpful.

Now using these tips will help you to make an upset customer happy.

Be Competitive. Be the Best Customer-centric Business

The customer experience is the next competitive battleground. - Jerry Gregoire

Organizations of any size are keeping pace with the times to stay ahead. One strategy they do is to provide the best customer experience.

Being competitive means that you mean ‘business’ and that you do what it takes to provide the kind of service that your competitors cannot provide. Every company after all focuses on gaining customers – people who will stay loyal to them. And getting gaining customer’s loyalty is not easy. To gain them, you should learn how to stay true to your promise and fulfill it all the time.

Each customer thinks, “I’ll go to that store and will for something to buy. Is that place any good?” As business, how can you create an environment that is pleasant for customers? What kind of experience can you give?

If people are visiting your store, the last situation they want to be in is to be waiting in line for minutes on end. At any given moment, they will restless and feel irritated because of the long line. How can you handle this situation? Customer service reps should be friendly; it will lighten up the mood. Engage them, it comforts them. And of course smile, it makes them feel better.

The same is true not only with face-to-face interactions but through customer service through phone or live chat. Call centers are known for providing this kind of service. Even on the other line, customer service reps can still do something to make the experience worthwhile and awesome.  By taking care of every concern and being attentive, you make your business to be centered around your customers and their welfare.

One proof that shows your company is great is by hearing stories from customers talking about their experiences. In business, this is popularly known as “word-of- mouth marketing”. It is simply about telling others about customers’ experience to others. You also want people to know how you treat them and how you will treat their friends, family and relatives. This allows you to promote your business without preparing big advertising budgets next year.

By creating a ‘customer-centric’ business, you make a big impact to new and existing customers. It is time to deliver a great experience and see how they can make your cash registers ring.

Getting Involved in Online Shopping Makes You Feel Great

When you are used to something, it’s so hard to let go of it; it becomes a habit. This year, try something different. Why not try online shopping?

Today’s consumers want things in an instant – at the click of a button and at every search they make in their smartphone. A typical shopping activity is usually done by going to a mall, walking in to a store and look for the stuff you want. After getting what you like, you fall in line – sometimes in a long time. Then you feel irritated because you are in a hurry.

Technology has radically changed everything, even the way we shop. We can now do this through the internet. Users flock to online shopping sites like Amazon to look for an item and order online. A few steps here and there, and voila! They expect delivery in as fast as 2 days.

The main advantage of virtual shopping is that it is easy to use. Plus, that store remains available, 24/7.

First time online buyers are often apprehensive about buying on the internet because of online theft. It is important to look for sites that are secure and trusted by millions of users.

To ensure your security when shopping online, you need to:

-          Check the site if authorized and not a fake,

-          Check the security of the site,

-          Review customer’s reviews and comment about the e-commerce,

-          Payable through credit card,

-          Don’t click spam emails for purchasing,

-          Before buying read carefully the policy.

Alertness and awareness are keys for security. For online merchants like yours, do something different this year. Here are some tips:

-          Organize and make it always available to internet users

-          Do branding campaigns

-          Make your store accessible by everyone

-          Make it easy to use

-          Guarantee utmost online security

-          Personalize. Pay attention to customers’ needs to gain loyalty

Additional tip: as you establish a great online store, be sure there is customer call center service assistance as well. There are call centers like Magellan Solutions that can help online merchants handle customers who order online. With a customer call center in place, It can make online shopping a happy experience for your customers.

How To Keep Customers Happy Despite The Issues

Even customer service representatives – the people who manage calls - feel great when they made their customers happy after every call. For them, it’s fulfillment.

The work of call center representatives is not easy. They need to take the call whatever mood they have for the day. Listening to requests and problems is their duty.      

It’s not all the time that agents meet nice people, In fact, there are many opportunities that callers can offend people who do this job, and an inquiry for instance can turn into a nightmare if not handled properly. Whatever the case maybe, they need to handle every call with care and understanding. Generally, the reason why customers call is that they have questions about your product or service. They want to know more about it.

If your agent encounters an irked customer, that’s when composure and grace come in. If there are calls which cannot be solved immediately, they must be escalated to the right people.

There are instances when customers call to personally thank the business for a job well done, It is often rare but when it happens, you know that you are doing something good..

Patience has been one of the things every call center rep highly needs. Regardless whether it is good or bad, they need this virtue. 

Taking the call for almost an hour or more than an hour handling an irate customer can make you exhausted and frustrated. This needs a lot of patience.

You need to be more understanding and also you should know more what you can do.

After all you will feel great when you are helping.

Taking in-charge of the call is not easy, but it’s a great opportunity. It’s an opportunity to enhance phone skills and learn new skills.

Make the customer happy – that is top of every phone representative before the call ends.

So whether it’s a good call or a bad call, do the best to move to make customers happy. No matter how hard the call is for the phone agent, their goal of making the customer happy is a great accomplishment in itself. 

To Serve and To Gain

If you serve customers with heart, you gain loyalty and more business from them. You cannot gain anything if you simply treat them as money. You serve wholeheartedly not only when they are buying, but even during and after the sale. The moment customers buy your product or service, it is expected that you delivering nothing but the best. It is because when you give your patrons the best experience, they will remember you and they will keep coming back.

How can we win more customers and make them trust us?

Build a service culture. Service starts from your employees in the organization. Your call center service also needs to develop this culture because they represent your business.

Value Recognition. People want to be recognized and to be appreciated.  One way to do this, through giving people rewards. So why not give them rewards?

Rewards make both your team and your customers feel appreciated, helping you drive higher satisfaction. For customers, the most common are rebates and some interesting freebies.

But it does not just end there. Walk the extra mile, such as offering extended warranty or free delivery of what they purchased.

You can even offer different services to your customers, whether they are new or existing. When you offer different services, you say that you ‘value’ them. This makes clients attracted to you, building special connection with your business.

It is important that you make your service different from others.  

Remember: customer buys a product not only for good quality and affordable pricing, but above all they want to experience a different kind of service not experienced elsewhere. Serve people, gain profit at the same time.