HOW TO MAKE YOUR CUSTOMERS L.A.S.T
Excellent customer service cannot be overemphasized if you want to increase your customer retention rate, and we know that no matter how good our services are, we would always have a bad day when customers might not be satisfied for a wide range of reasons.
When the customers come to meet us to complain, what are the best ways to help them get over the issue at hand
1. Listen
Most times a customer just want to know that they are heard, they want to feel like they matter to your organization, no customer would come to meet you if they don’t feel like their opinion matters and of course it does.
How can a business owner flourish without getting opinion from the people they are serving, innovations come into place because a business wants to always be at the top of their game pleasing their customers.
Always listen to your customers complaints, suggestions and ideas.
2. Apologize when necessary, after listening to their complaints kindly apologize even though the fault might not necessarily be from you.
It doesn’t take much to say “we are sorry ma’am” because you are representing the brand and the company and not you alone, apologize for whatever wrong that the customer feels that you did to them.
3. Solve the problem as quickly as possible.
When you have apologised, try to solve the problem immediately, if it isn’t a problem that can be solved immediately, reach out to them and explain why the problem can’t be solved immediately and also tell them that they would be updated when the problem would be solved.
4. Thank them for bringing the complaint to your notice.
The truth is that the customer could have chosen to be silent about the disappointment or unsatisfied service but they chose to bring it to you because they feel that their opinion matter, if they had chosen to tell other potential customers that would not be good for your business but they decided to bring it to your attention.
So thank them for this and appreciate their concerns, when you do this four steps you would see the customer become an ambassador of your business
Hope you found value
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