Customer experience is certainly fun with your happy customers. And knowing your branding is viewed highly in your happy customers’ eyes motivates you. Yet, an unexpected “This sucks!” might have reached your ears at one point. Bill Gates offers this perspective; “Your most unhappy customers are your greatest source of learning.” Customers who speak up about their negative experiences convey you operational excellence since they are the “challenging customers”. Unhappy customer feedback based action plans improve your customer experience. You can transform your unhappy customers into loyal ones with the right customer care skills.
1. Don’t Take It Personal
Your customers may irritably speak with you when they talk about their problem with the service or product. However, the main challenges are born from the inadequacy of product or service, not from you. You can understand problems of your clients better with effective customer relation techniques in order to provide constructive solutions. This kind of professional attitude adds value to your brand.
2. “Literally” Listen to Your Clients
You should build a communication channel with your unhappy customer, which is called “customer complaint management.” If an unsatisfied customer is able to immediately deliver the problem to you before getting even more frustrated, quality of customer experience for your business will start to go up. Let’s imagine that your customers can deliver their insights whenever they want, and you can solve their problems or listen to what they need before they leave your business. As a result, you can win back an angry customer as a loyal one.
3. Process the Feedback
Take some time to think after you listen and resolve your angry customer’s feedback. Remember the Bill Gates quote and think about what you have discovered about your business and brand value from your unhappy customers. Operational changes and customer care training for your employees might be needed. The changes and training should be shaped by customer feedback so you can increase the number of your satisfied customers.
Your actions as a business is enriched by what your customers want. For this purpose, you need the right tools for real-time communication. We ensure that the client insight is immediately delivered to you; solving problems before your customer leaves is possible with Pisano. If an angry customer leaves the store without buying anything, it will negatively affect your branding and endorsement. You can prevent this scenario with instant feedback provided by in-store Pisano surveys with incentives like discount tickets. Moreover, you can also enrich your action plan via Pisano customer insight reports to grow your business.
Pisano is a powerful customer experience management tool. We collect and analyse customer feedback to help you grow your business. Ready to deliver outstanding service?