In this article, how to maintain troubled customers will be discussed to guide you in implementing ways to your clients that will maintain them.
You all need your customers to remain in the corporation regardless of your market line. Don’t be caught in the illusion that your clients need you because your rivals are also selling what you sell to your customers, waiting for your customers to dance their way, except if you are the only one offering that specific product or service.
It is in this understanding that all businesses must learn how to manage their customers, especially the ones that are dissatisfied with your services.
In this article, we will be providing you some tips that make some multinational businesses stand out when it comes to customer co-operation.
Before we proceed, you should not forget that you cannot satisfy everyone but at the same time, you should not provoke the majority except you are dropping out of business.
Here are some tips on how to Maintain Troubled Customers
1. Consider the gravity of the accusation that the customer is making
Often business owners view very sensitive issues that affect their customers and make them look as though they didn’t matter.
For shouting out loud, your customers are the reason why you are still in business when they complain anything to you either directly or through a third party, you should look at the complaint critically and not just wave it off like just another butterfly.
This does not mean also that you should directly attend to every complaint, by now we expect you to have had a good response system for your business. You just have to take to the importance of the ones that could affect the ultimate health of your business.
2. Talk with the concerned customer
Silence on a matter sometimes gives room to assumptions and these assumptions could collapse your business. When a customer argues with your product or services, let your customer service talk with the customer, let the customer be heard, it will go a long way to keep that customer even if the fault was from your company or the customer.
3. Remember that one discontented customer can chase away 20 potential customers
You could even ask the customer for his or her input so that the product or service can be delivered in a better way to him or her.
Be sure not to take responses from customers personally, your customers only care about themselves and they will only air out their disappointment just to make sure you improve on your service delivery.
You don’t have to view it as though they are attacking you are a person rather, see it as an opportunity to review your products or services.
The moment you take the complaint of a customer personally; it will affect your response to that customer.
4. Don’t just listen to complaints, hear them
Most businesses just pretend to be listening to their customers when they were not. When you listen to customers, do well to do it with an unbiased mind.
It’s not easy to do so especially when they are destructively criticizing a product or service you spent a long time building but you just have to listen clearly with an unbiased mind so that you can get the most out of the complaint and know exactly what the unsatisfied customer wants.
5. Remember that it is only a customer that embraces your company that will complain about your products or services
The one who does not will simply look out to the next available person that can offer the same thing better.
When a customer complains to you, use his or her complaint to create a life-long bond with him or her. This is primarily the essence of customer service in most companies, use the tool well.
6. Say ‘Thank You’ to customers who voice out their Discontentment or Displeasure to you
It’s not everyone that will do the same. Attending effectively to your customers’ complaints speaks a lot of volume about your business, you should treat your customers well knowing that you cannot go far in business without your customers and if they are unsatisfied with what you have to offer, you will soon be out of business.
I wish you success in your business!
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