No matter how good your work ethics are, there are always going to be some customers that are unhappy with your services. It may be because of your mistakes or some misunderstandings but it becomes your duty to deal with those customers and resolve the issue.
When you’re thinking about how to compensate an unhappy customer, you need to understand some common reasons why customers can get unhappy.
- Your genuine mistake
- Customers over expectations
- Misunderstandings
- False information
Whatever the reason might be, you need to deal with it. If you could manage to make that customer happy, the chances are that they are going to be one of your regular customers. So, here are 5 tips on how to compensate an unhappy customer.
How to compensate an unhappy customer?
- Make them feel cared for
- Use the right words
- See it as an opportunity
- Offer a solution
- Take instant actions
1. Make them feel cared for
When a customer approaches you with some concerns, you need to be more empathetic towards them. When you try to listen to their complaints and make them feel valued, they tend to trust you more.
If you start with empathy, the issue will get resolved quickly. If you fail to give enough attention to the issue then it will affect your brand value and you will lose that customer forever.
2. Use the right words
Such situations can escalate into arguments very quickly. You need to be very polite and calm while dealing with such customers. Choosing the right words is very important because words can be misunderstood in the heat of that situation.
Rather than handing over a complaint form and saying, “fill this form and we will get back to you.”
You can always choose to say, “we apologize for the inconvenience, would you please fill this form and help us to understand the issue?”
Trust me, choosing the right words can be a game-changer in such situations.
3. See it as an opportunity
Today a customer has approached you with a certain problem, so the possibility is that there will be others in the future with the same concerns. This is an opportunity for you to understand what might go wrong and fix it. This will definitely improve your customer satisfaction and eventually increase sales.
4. Offer a solution
After understanding the problem, you can offer them a solution. Depending on the issue, they may expect a refund or an exchange of the product. It is always better to come up with a deal that will be beneficial for you in the long run and also satisfying for the customer. It is important to consider the customer psychology as the first priority.
5. Take immediate action
When you think about how to compensate for an unhappy customer, many things are subjective and depend on the type of concerns the customer has. But one thing is always suggested and that is to take actions as soon as possible. If you’re asking your customer to register a complaint today and not responding to it for another month then its as bad as, not addressing the issue in the first place.
If you could manage to resolve the issue sooner, the customer will be more satisfied with the service.
At the end of the day, the more value you give to your customers, the longer they are going to stick around.
So, this article was all about the tips on how to compensate an unhappy customer.