No matter how good your products or services, it is hardly possible to satisfy all customers with different expectations.😫 But wait – there might be an opportunity in every complaint received as it is a good chance to bring the customers closer to you.
Follow these 4 steps to a great customer service recovery to convert angry customers to be your loyal supporters! 💪
Step 1: Apologize & Ask for Forgiveness.
Let’s start with a sincere, personal and more “human” apology. 💬 There are many creative and effective ways to convey that you recognize and regret what your customer has been through.
The key to an effective apology is to getting back on the right foot with your customer to show that you are going to take his side, take serious of his input and share the same viewpoint.
Step 2: Go Over The Complaint With Your Customer.
Once you’ve begun an alliance with your customer, you’ll be able to explore what he needs for a perfect outcome.
In order to fully exploring the customer’s issue often requires you to ask some basic questions, such as: “Can I confirm how you use the product?”. If you raise up this kind of question before step 1, then you probably pouring the oil on the fire. 🔥 But if you’ve developed collaboration, the same questions are generally tolerated well.
Step 3: Fix The Issue & Follow Up.
Replace a substandard service or product is the right direction, but remember that the customer has been inconvenienced and let down by your business. ✨ Simply giving him back what he expected to receive at the initial is not going to restore satisfaction.
You can put a smile on their face by providing something extra as compensation, whether it’s a free upgrade or an extra little gift, 🎁 and the initial problem will be moved to the back.
Step 4: Document The Problem In Details.
Try to record the details of what went wrong every single time promptly before the memory can fade. 📝 This is aimed to help you to identify trends or patterns that hint at underlying causes.
Let’s say: complaints are always about the blender you sell, but only is the model provided by manufacturer A. This could lead you to consider whether the manufacturing process is not up to the fixed standard.