13 Ways to Convert Unhappy Customers Into Committed Customers

If you deal in customer service, you’ve definitely received that dreaded phone call from unhappy customers threatening to stop patronising your organization and leave a bad review. You risk losing a valuable customer if you mishandle the dialogue. And if they submit a negative review, you risk alienating a slew of prospective consumers. What a tremendous amount of pressure!

 

So, what are your options in this particular circumstance?

 

The reason is that you deliver outstanding customer service.

 

How you handle an unhappy customer can have a significant impact on how they see your company. Customers are more loyal to firms who listen to and address their concerns. 

 

Service Bookie has put together a list of 13 suggestions for dealing with unhappy consumers over the phone.

 

1. Keep your cool When Dealing With Unhappy Customers

Breathe deeply and recall anything that makes you happy, such as that wonderful meal you had during the week or a pleasant talk with an old acquaintance. Smiling reduces stress and makes you feel good. You will most likely alter the mood of your consumer if you are enthusiastic and have an optimistic response.

 

2. Pay attention

Allow the customer to speak for himself. Often, all a consumer desires is to be acknowledged. Unless they’re being really rude, try not to interject and let them finish what they’re saying. More easily it will be to settle a dispute if you try and hear how the customer feels.

 

3. Take Charge of the Situation

 

Avoid putting the consumer on hold or transferring them to the next department. This will just exacerbate the situation and lead to a miserable ordeal. Customers want firms to work collaboratively on their behalf. A considerable number of customers were displayed irritated when their call was transferred between divisions. As a result, stay with the client and collect as much info as you can.

 

If you need to include another division rapidly bring them up to speed regarding the issue to avoid wasting the client’s time. 

 

4. React In A Calm And Assured Manner

Encourage a sense of safety. Speak confidently and authoritatively, demonstrating to the customer that you are capable of handling the situation. The consumer will become frustrated and doubt your abilities if you sound doubtful and use words such as “uh” or “I suppose.”

 

5. Maintain A Positive Attitude And Keen Focus

Allowing the consumer to set the tone of the conversation is not a good idea. Complaining about policy or blaming another employee are all bad ideas. Maintain your focus and attempt to tackle the problem at hand.

 

6. Make Use Of The Client’s Name

Throughout the conversation, use the customer’s name to show that he is important and that you value his time. Allow the conversation to become a personal encounter between the company and its most valuable customer.

 

7. Express Regret

Give a sincere apology and explain why you’re sorry. Do you actually comprehend your customer’s dissatisfaction? The apology should be tailored to the specifics of your customer’s experience.

 

8. Express Gratitude

Make it clear to the customer that you welcome and value their comments. If you don’t know what’s wrong, you won’t be able to grow and progress. 

 

“Thanks for reaching to aware us about this,” for example. We value your input and are grateful for the chance to make things right.”

 

9. Assuage Your Unhappy Customers Concerns

Use positive words to show your consumer that you care about their problem and will work to remedy it.

 

“I absolutely take this seriously,” for example..

 

Acts of apologies only go so far. So, how are you going to deal with the problem now?

 

“Mr. Smith, we’re going to re-evaluate our approach so that we can fix latency issues in the future,” for example.

 

It’s fine if you can’t resolve the issue on the phone, but be honest and let the consumer know what your plan is.

 

 

10. Establish Clear Expectations With Unhappy Customers

 

Nothing should be left to interpretation. When establishing boundaries, be as specific as possible.

11. Pursue Through on Your Promise

 

Try to emulate your promise once you’ve established a clear expectation. If you promised a callback then call the customer back timely even if you don’t have an answer.

 

13. Include Your Contact Information.

 

Assure that the customer has your name and a way to contact you if they need to follow up. Give them a sense of closure so they leave feeling like they are in good hands rather than lost in a faint queuing system.

 

Finish The Unhappy Customers Call On A Positive Note

 

No organization would ever want to have any unhappy customers. However, the ability to handle such a talk with confidence can have an impact on the outcome. You can nurture strong customer relationships and build a strong reputation with a little practice. As a result, the number of angry customer calls may be reduced. That appears to be a win-win situation.