HOW TO HANDLE UNHAPPY CUSTOMER

HOW TO HANDLE UNHAPPY CUSTOMER

WAYS TO HANDLE UNHAPPY CUSTOMER

All businesses encounter angry customers in their day-to-day activities. To make an irate customer change the narrative they have is very necessary. However, societal impact is one of the major reasons institutions want to increase. Organizations expand through gathering new clients, retaining old clients, and referrals from old customers. Most importantly, companies provide excellent service to ensure customer satisfaction to remain in business. Similarly, delighted customers would always want to come back for more business. Outstanding services result in a good reputation and an increase in turnover. However, customers will stop patronizing a product that does not give them the feeling they expect.

This study will answer the questions:

1. How to identify an unhappy client?
2. How to prevent unhappy clients?
3. How to manage unhappy clients and make them happy?

Who is an unhappy customer?

1. Someone who does not get the right services he/she expects.
2. Someone who feels insulted, upset, outraged, annoyed, furious, displeased, disgruntled, or frustrated because they used a product.
3. Someone who feels mistreated, ignored, and neglected from the service received.
4. Customer expectation gap. This is to say that actual satisfaction is below expected. For example, when customers’ needs are misunderstood.

What can make a customer unhappy?

1. Poor service: Unwelcoming atmosphere in the office, offensive smell, poor office space arrangement, and untrained and unprofessional staff.
2. Poor staff attitude: Staff should be educated on how to treat customers fairly. Equally, negligent staff behaviors should be avoided.
3. Divided attention: Make adequate eye contact. Customers want full and exclusive attention. Always excuse yourself if you must do any other thing. Customers want to feel recognized, welcomed, and important.

What are some of the expectations of customers?

1. Topnotch service: This is when services meet and exceed the expectation of the receiver (the customer).
2. Full Attentiveness, personal devotion, and undivided consideration. Also, customers expect a focused, concentrated concern.

Customers expectation

1. Respect: A Positive attitude is being a good listener. Customers are confident to share their problems if they know they will get the anticipated result.
2. Superb communication skills: Customers expect outstanding communication. To feel happy and relaxed when they heard and are understood.
3. Speedy service delivery: Service delivery should be efficient and effective.

How to identify unhappy customer

Firstly, different persons have different ways of reacting to situations. While some customers won’t hesitate to inform you of how unsatisfied they are in plain terms or body language. Others may patronize other better products or services. It is important to watch out for declining turnover. It is an indication that something has to be done immediately.

Therefore, Customer feedback is very essentially this helps to identify if the customer problem was eventually solved as this is the final step to handling an irate customer. It helps in gathering current customer perceptions about products used to services received. Feedback if affirmative gives confidence and assurance that the customer is happy. Emails, messages, and calls are means to get customers’ feedback.

Ways to handle an unhappy customer

Changing the narrative from poor customer service to exceptional service. However it is very simple if only you know how to, these points below will help you do that;

1. Be understanding: Listen attentively and ask questions if you miss any point. Afterward, repeat what your customer has said. To confirm that no point was missed while maintaining eye contact. Nevertheless, show genuine understanding.
2. Show empathy where necessary and be friendly.
3. Adopt an encouraging attitude: Stay calm and smile always, also thank them for drawing your attention to the problem by showing appreciation and empathy where necessary.

Ways to handle an unhappy customer

1. Acknowledge lapses politely and give room for remedies.
2. Find solutions to customer complaints: Describe the steps you’ll use to remedy the issue. There is always a solution to all problems, identify the problem and proffer solutions. Resolve the problem.

Ways to handle an unhappy customer

3. Recommend the right products/services that would satisfy the customer’s expectations. Equally, state the advantages and disadvantages of such products or services you are selling.

4.  Always allow the customer to make choices. But here it becomes difficult for the customer you can then suggest the most suitable options and alternatives. Also don’t forget to give reasons, advantages, and ways you feel the suggested product or services will suit the customer.

5. Finally, when a customer is raising his or her tone when speaking or trying to be violent to you. Professionally take such person out of sight from other customers. Their presence may corrupt the minds of other customers.

Don’t do the following when handling an unhappy customer

1. Don’t promise or get committed to what you cannot fulfill. Also called Unfaithful promise. Therefore all promises should match expectations.
2. Never get angry or impatient.
3. Don’t talk back condescendingly.
4. Don’t be rude but don’t give up easily.

Qualities that could make a customer difficult:

1. Over picky person
2. Confrontational and constantly complains.
3. Aggressive persons.
4. Persons who are difficult to please and demanding.

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Takeaway:

Finally, To be exceptional in customer service relationships.

Firstly always have in mind that customers are the reason you are in business. Try to exceed customers’ expectations. Your actions and inactions affect the customers’ perception of the organization at large.

Customer happiness should be the main focus. Likewise, customer loyalty guaranteed further business, enhanced market share, and a competitive edge. Making an optimistic impact in service rendering does not require so much, just be yourself and feel happy about yourself and the work you do.

In addition, if customers want things you cannot do, say so and explain politely for instance company policies. Re-direct the customer to a higher authority. They will assist solve the problem.

Above all, A cheerful customer is the best business strategy you can imagine.