The fact is, happy customers are repeat customers. But, even the best customer service can slip up at some point. If you get angry customers, it’s important to come up with a solution to make them happy again! It’s not right to treat these customers as a distraction, or to apologize but take no meaningful steps to make things right. What’s important is to re-evaluate how you treat your customers and use the following tips to turn unpleasant moments into memorable ones:
1 – Always listen to your customers. Read their body language. Listen to their tone of voice and study their facial expressions. Talk without interrupting. If you know how to read and respond to the many different kinds of customers you have, you’ll find it easier to make them happy.
2 – Show your customers you understand. If a customer complains, they usually just want somebody to understand their perspective and who cares about how they feel. Providing an emotional connection with them will go a long way in making them happy.
3 – Make things right. Don’t start blaming others or get upset at yourself. Simply apologize and accept responsibility. Find a way to make things right with that unhappy customer. You want to leave a positive impression, not a negative one.
Remember that the cost of losing a customer’s business is likely going to be worse than the cost of making them happy. Look at it as an investment, not an expense.