There are a few things that affect brand reputation rather than the way it responds to complaints and unsatisfied customers. Customer service is always an essential part of developing brand loyalty. It’s the center of the business model that enables companies on the Shopify e-commerce platforms to thrive. And now the internet and social media give individuals their platform to publish information about their daily lives, which is becoming even more critical for companies to provide exceptional customer services. Is there a way you can really make unhappy customers useful to your business? So instead of treating them like a problem, do you see them as opportunities? Get read the four ways that I present below.
Make your customers feel heard
If you respond to an unsatisfied customer by immediately trying to get a solution, it can backfire and make the customer even more upset. Being unsatisfied or angry with a company or product puts the customer in a high emotional state. Therefore, the first thing you should try to do is put them on a more pleasant state. Often, an unhappy customer cares more about the feeling as they are being understood. But if you immediately come up with a solution, the customer will not feel like you’ve taken the time to hear their problem.
You can do this by admitting not only the truth of the situation but also how it makes them feel. For example: “You have to be frustrated when we bring our products to you that it is not the right model.” Remember, a quality complaint is enough to make your Facebook business (in case you sell on it) revenue suffer. Take the initiative to send a messenger to that customer and “empathize” as well as solve the problem for them.
Do all you can to delight your dissatisfied customers
Sometimes, you can not undo the problem. But you can always find ways to make it better. The extent to which you do will go a long way to transforming your dissatisfied customers into your supporters. Going out of your way to satisfy your customer’s needs makes them feel relevant and respectful. Whenever possible, try to provide your customers with more than what they require. Shopify free discount app can make them feel like they are your most valuable customers. Offer to them!
Protect your brand from negative remarks
When someone undergoes poor customer service they will tell their ten friends. That’s what happened before the arrival of the internet, smartphones and social media. In the digital age, an unhappy customer can reach thousands of people, sending their complaints about your company. Sadly, negative remarks seem to be more contagious than positive ones. You may have seen video clips where customer service officers exacerbate situations due to their rudeness, by not listening and not resolving complaints.
Unresolved complaints tend to escalate. They appear on social media sites and more and more dissatisfied customers join the conversation. The bigger the conversation, the more negative emotions your brand will spread to other people in your target market. By providing excellent customer service and making the customer feel heard, you can minimize your negative publicity.
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