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.