by / Tuesday, 05 May 2015 / Published in Customer Experience, Customer Service Program, Guest Recovery

Although every business wants to avoid it, at some point, your customers may be
disappointed in you.If a customer expresses their discontent with r your company— it’s a good thing.

No, really.

You now have the opportunity to turn the situation around rather than having them leave your establishment without ever returning. There are a few things to remember in these situations:

Use Compassion

Asin any relationship, customer relationships take work. Listen to your customers and let them know you care about their concerns.  If they’re convinced that you truly value their business and are willing to hear them out, they’re more likely to meet you in the middle.

Offer Assistance

Actions speak louder than words. Sometimes customers just want to vent, but most of the time, they want a resolution. . Do your best to resolve the problem and give them peace of mind. Knowing their opinion is valuable can be a powerful tool for customer retention.

Don’t Get Defensive

Just as two wrongs don’t make a right, two angry people don’t make for a happy outcome. Try not to get too defensive with customers. Instead, show them a “can do” attitude by either offering an alternative or fixing the problem altogether.

For more information on customer loyalty, contact us

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