Five tips to turn customer dissatisfaction into a positive experience using the complaint as a strength. How can you improve negative customer feedback and give a positive impulse to customer experience? Don’t ignore complaints, rather try to resolve them as quickly and effectively as possible. <\/p>\n
In the previous articles in the series of 7 blogs about Delivering the best service, you have read about the power of super promoters with the focus on customer experience and how you can improve your online reputation with the best service. Delivering the best service is not only about improving processes, but also about how you handle complaints and make them work for you. The latest blog gives 5 tips on how to turn a negative customer into a satisfied or even enthusiastic customer. <\/p>\n
A large-scale research by Liveperson<\/a> shows that the biggest factor for a good customer experience is the quick resolution of complaints (according to 82% of respondents). And according to the PWC research<\/a> it can lead to a rapid and effective resolution of issues for satisfied customers. If customers are extremely positive about the manner that complaints were handled, 64% of them will tell others. It is therefore important that you take complaints seriously, and always follow up negative customer feedback. On the other hand, for all customers who do file a complaint, there are also customers who keep quiet, but are dissatisfied and won\u2019t want to do business with you again. Try and track down these customers too, and approach them on your own initiative. <\/p>\n Below are 5 tips on how to turn complaints into a positive experience and make dissatisfied customers happy again:<\/p>\n Listen carefully to the customer and always state that you are sorry that the customer is not happy. Review the situation and summarize the complaint for your customer and ask if that is correct. Then inform the customer that you will do everything to resolve the issue as soon as possible and explain what you are going to do. This way the customer feels heard and is assured that the complaint will be resolved. <\/p>\n Some complaints can be quite complex, making it very difficult for customer service to help the customer quickly. In such cases, involve a product or service expert who can provide the customer with detailed information and further assistance. This also restores the customer’s confidence. <\/p>\n An initial response is the top priority. Facilitate your employees in this so they don’t have to go to a manager for every complaint. Resolve your complaints within a single point of contact. <\/p>\n Sometimes it’s not possible to resolve the complaint in one go. In that case, ensure the customer is always followed up by the same employee. This gives the customer the feeling that they are being taken seriously and are not being passed from pillar to post. <\/p>\n Don’t just try to resolve the complaint, but be proactive and make it a challenge to surprise your customers with solutions they didn’t expect. Scan negative reviews or social media posts and approach these customers. You will be amazed at how you can turn these complainants into satisfied or even enthusiastic customers just by showing interest and listening to their story. <\/p>\n If you follow the tips above, there is a good chance that customers will feel more connected to your brand or organization. After all, you have given them the feeling that you care about them and value their opinion. Give your customer experience a positive boost! <\/p>\n","protected":false},"excerpt":{"rendered":" Learn how to turn customer complaints into positive experiences with five essential tips. Improve your customer experience by addressing negative feedback quickly and effectively. Ignoring complaints is not an option; instead, strive for fast and efficient solutions. Research shows that quick complaint resolution has a significant impact on customer satisfaction; 82% of respondents confirm its importance. Positive complaint handling can lead to enthusiastic customer recommendations. This article offers five valuable strategies, from showing empathy to proactively dealing with complainants, making your customers feel heard and valued and ultimately giving your customer experience a boost. <\/p>\n","protected":false},"author":4,"featured_media":0,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"wds_primary_category":0},"categories":[],"class_list":["post-5976","article","type-article","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article\/5976","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article"}],"about":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/types\/article"}],"author":[{"embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/users\/4"}],"wp:attachment":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/media?parent=5976"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/categories?post=5976"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}5 tips to turn complaints around<\/h2>\n
1. Show empathy<\/h2>\n
2. Involve specialists from the organization<\/h2>\n
3. Respond quickly to complaints<\/h2>\n
4. Use the same employee for complaint follow-up<\/h2>\n
5. Actively seek contact with the complainant<\/h2>\n