After you listen to complaints from customers and apologize, you can offer an explanation. Customer misunderstandings or lack of information can result in complaints, learning more about the intentions of your company might help stabilize customer emotions. Aside from that, if your company wants a better line for communicating with customers, maybe it needs the effective simple 1300 numbers.
All you need to remember is keep it short!
The more you talk, the more likely you are to create opportunities to start other arguments. Slide the conversation from the problem and point to the solution. It’s best if you don’t make promises that you can’t necessarily obey, because you won’t change your company’s operations drastically based solely on one person’s opinion. However, you can talk about this with your team to prevent the same thing from happening again. By explaining the actions you take, you show the customer that you value their feedback and take it seriously.
If possible, give your customer the urge to make purchases in the future. It is like this, if a restaurant completes a complaint by reducing the bill, the customer may still leave a negative impression for the service.
The solution? Restaurants can give gifts in the form of dining vouchers, the purpose? Not only encourage customers to come back but also add customers, and give a good impression of the restaurant.
12 positive experiences are needed to overcome 1 unresolved negative experience. So you need to work extra on this.
Facing customer complaints can make you stressful, uncomfortable, time-consuming, and can be annoying. Nevertheless, you must be grateful and grateful because the customers submitted their complaints. It’s because unlike 96% of customers who feel dissatisfied, 4% of them are willing to provide the time and energy to deliver it to you. This is one way to improve your business.
By talking and complaining, they must expect something in it. And you must be observant about that. Once again, thanking customer feedback, even if you receive negative feedback. Without it, you will not know how to provide good service, which will make them come back.