No company is perfect. And no company keeps 100% of its customers happy. Occasionally, you or one of your employees will make a mistake that leaves a customer ticked off. And in this web 2.0 world where angry customers can take aim at brands online, it’s important that you resolve customer disputes whenever possible.
Here are 4 simple tips to help you during a crisis.
- Address the problem quickly—The longer you wait to address the problem, the angrier the customer will get and the less the customer will trust you. You have to get your arms around problems as soon as they pop up. Let the customer know that everything is going to be okay and that you’re going to fix things for them.
- Don’t play the blame game—Customers don’t want to hear you blaming employees, suppliers, or whatever else for the problems they’re experiencing. All they want to know is how you’re going to rectify the situation.
- Apologize sincerely—A sincere apology can really go a long way to building goodwill with a dissatisfied customer. The key word here? Sincere. Robotic, bland corporate speak won’t work here. Your apology should be personal and heartfelt.
- Provide reassurance that it won’t happen again—If you want a customer to come back to you after a dispute, you need to reassure them that it won’t happen again. Let them know what steps you’ve taken to prevent the problem from ever reoccurring.
Have you ever made a mistake that’s left a customer angry? How did you fix it?
Share your experiences by leaving a comment below.