Agent: “Hi, this is Rachel, with XYZ Company.” (prospect interrupts)
Prospect: “I’m familiar with your company. We’ve worked with you before and we’re not satisfied with your service.”
So what can you do when you spoke with a previous customer and mentioned that they’re unhappy with your services.
Treat every unhappy customer as an opportunity to do better. Listen and respond but do not be defensive. Listen for the reasons why they’re unhappy and take some necessary actions to correct it. Push improved features or new benefits that they can get if they will consider your company again.
- Use phrases such as:
“I understand where you’re coming from.”
“I see. I’m sorry to hear that.”
- Then ask, “May I know what are the reasons why you’re unhappy with our services before?”
Listen and Take Note.
By listening to your unhappy customers you will learn to improve the quality of your service and generate a better outcome possible.
A lot of things can affect your company’s reputation. Now that a lot of people are using social media to post information of what’s happening in their daily lives, it’s easier for them to publicly share their experience of your company. That’s why it has become more crucial for companies to provide good quality of service for their customers.
Here’s the best example from Mashable.com
Good customer service plays an important role in developing the loyalty of your customers but how well are you in terms of customer satisfaction.
Address all issues before it gets worse.
Have a chat support in your website for people to contact personally especially if they’re having issues with your services. Instead of posting it on different social media platforms, they can contact you personally for feedback.
Be sure that there’s always an agent available to respond to all inquiries 24/7. This way, you can’t see bad publicity for your company. Be sure to equipped yourself with the following Do’s and Don’ts When Doing B2B Telesales.
Turn them into a good advertisement and referral source for your company.
So how can an unhappy customer be helpful for your business? What can you do to make sure that you properly respond to an unhappy customer to turn address their issues?
- Follow them on all social media. Set up an alert to track their comments about your business. You can also use mention, a social media tool which is capable of tracking brand mentions on social and on web.
- Pay attention to what is being said about your company on social media. For instance, if the comment is negative, address it immediately by engaging them into a positive response. Here’s Why Listening is an Important Component in Telemarketing.
Show you care and offer help.
Show your customer that you care and you’re always willing to help them. They are more likely to consider all issues about your services because they know you’re available to help them and that you care for their business. Most customers can accept human or system error if they know you’re always willing to lend a hand.
Turn every complaint of an unhappy customer into an opportunity for your business and minimize future negative publicity. Convert an unhappy experience into a loyal customer who will spread the word about your service.
So the next time you encounter an unhappy customer on the phone, through chat support or in social media, smile and say, “Thank you for reaching out.”
A good sales rep knows how to turn bad calls into a close deal.