Challenging customer situations are bound to arise at your company, probably even on a daily basis. It could range from your customer getting upset over a product issue, maybe an issue with the billing or even a setup implementation isn't going smoothly as planned.
There is no way a company can completely avoid this challenges. And the larger the company, the more challenges your business will encounter. .
So the question you should ask when a customer is unhappy and dissatisfied is:
1. How should I behave when my company hasnt delivered. When I have dropped the ball?
2. How do I win back my customer's confidence and trust?
3. What can I do to make him/her satisfied?
Some businesses that lack adequate customer service experience would simply walk away, effectively firing the customer, when a recovery strategy could had earned their loyalty for years. .
These companies simply don't have any customer service quality practices to
follow and this in-turn could cause them a lot of businesses without them even knowing.
One way to redeem the customers confidence is by owning the mistake. One thing that drives customers nuts and totally discredits you is to get defensive and blame everybody but your company. Put yourself in the customer's position and apologise for the challenge and reassure him/her on how you plan to resolve the situation.
Another way to gain back an unsatisfied customers confidence is by soliciting a customer's recommended action. A simple question like 'What can we do to help this situation become better again' can be all the customer needs to regain assurance. Empower the customer with part of the solution. Make him part of the team, not an adversary. Remember, this guy is torqued off and he has definite ideas on what you should do as a remedy.
Last but not the least,you have to make things right again.This is the point where you ensure you deliver on promise. You might be late or over budget, but the bottom line is that you’d better ultimately make it right. At this point, you have identified what went wrong the first time and have given your customer your word that it will be resolved at a particular time. - 12 hours ago