You're faced with an unhappy regular customer. How can you ensure they feel valued and appreciated?
When a loyal customer is unhappy, it's a prime opportunity to demonstrate your commitment to service excellence. Here's how to ensure they feel valued:
- Listen actively and empathize. Acknowledge their concerns without interruption or defense.
- Offer immediate, tangible solutions or compensations that address their specific issue.
- Follow up post-resolution to show continued care and to invite feedback on the corrective action.
How do you turn challenging customer interactions into opportunities for loyalty building?
You're faced with an unhappy regular customer. How can you ensure they feel valued and appreciated?
When a loyal customer is unhappy, it's a prime opportunity to demonstrate your commitment to service excellence. Here's how to ensure they feel valued:
- Listen actively and empathize. Acknowledge their concerns without interruption or defense.
- Offer immediate, tangible solutions or compensations that address their specific issue.
- Follow up post-resolution to show continued care and to invite feedback on the corrective action.
How do you turn challenging customer interactions into opportunities for loyalty building?
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Le mécontentement d’un client fidèle requiert d’autant plus d’attention que sa fidélité est la traduction d’une satisfaction du service proposé. Lorsqu’une insatisfaction na?t il est donc indispensable : - d’accorder et prendre le temps d’écouter et comprendre l’objet de la réclamation; - l’étudier de manière objective; - proposer une solution tenant compte des relations avec les clients pour lui montrer que sa fidélité est appréciée. Attention toutefois, la fidélité n’est pas un passe droit à tous les abus. Il faut que la solution proposée soit en adéquation avec la situation ayant donné lieu à insatisfaction tout en tenant compte de la relation client à préserver. On peut tout à fait être en désaccord mais le dire de fa?on pro client.
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Customer is always right. Give attention to customers queries and assist accordingly coming up with resolutions maintaining business relationships.
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Entrar em contato com o cliente para escutá-lo. Precisamos tomar ciência do que aconteceu o quanto antes para tomar as atitudes necessárias o mais rápido possível. Acompanhar de perto as solu??es, alimentar a rela??o de crédito e manter o canal aberto para que o cliente possa expor reclama??es, sugest?es.
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One very important factor is to stay ahead of the issue. When you see that things are not going in a way to which your customer needs are being met. Call them explain what is going on . Stay on top of communication with them. If they call you first you have dropped the ball and will make it hard to score a touchdown. Once they see you are on top of the situation it can diffuse a lot of their frustration. Offer a possible solution to help them monetarily to show you value their patronage and satisfaction.
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Mariana Carolina Pereira Sierra
Magister en administración en Universidad Pontificia Bolivariana
(已编辑)La escucha activa es fundamental para conocer realmente la necesidad insatisfecha del cliente , una vez identificada se podrá elaborar varias alternativas , si está así lo requiere en la inmediatez , de lo contrario una planeacion estratégica que apunte a resolver de manera efectiva esa problemática en un corto o mediano plazo .
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