If, when looking for the source of the problem, you identify that the error is the company’s, acknowledge the problem and apologize. The service team speaks on behalf of the company and must demonstrate humility to acknowledge that it has failed.

Don’t underestimate the power of an apology. Once again, this attitude facilitates dialogue to resolve problems in a more friendly manner.

Furthermore, a study conducted at the University of Nottingham showed that customers who receive an apology instead of a monetary reward are twice as likely to reverse a negative review.

Don’t delay in responding acknowledge-the-problems acknowledge-the-problems

As we have seen before, delay is one of the main reasons special database for complaints. Delay in delivery, waiting time for service and delay in resolving the problem are important reasons for dissatisfaction. So don’t delay in responding.

According to the 2020 Sprout Social Index™ survey , 40% of consumers expect brands to respond within the first hour of reaching out on social media, while 79% expect a response within the first 24 hours.

In addition to making the customer impatient, the delay is also a legal issue. According to Mexico’s Consumer Protection Code , companies have up to 30 days to resolve a problem with the product. But of course, the consumer expects a quicker resolution, right?

Have customer information on hand

Another reason for customer dissatisfaction is having roy delmark resource manager i infratek security solutions as to repeat their problem several times to different assistants. That’s why it’s important to have a tool that centralizes customer data and allows easy access by the team.

A CRM software is the ideal tool for this. The program saves all the information about the customer’s relationship with the brand, such as personal data , purchase history, and service history.

This way, when the team assists or accompanies a dissatisfied customer, they already have all the information at hand and make the service more agile and efficient.

Exceeds expectations acknowledge-the-problems

This is the moment of charm. The goal of bosnia and herzegovina businesses directory customer service is to solve the problem that caused the complaint. We have already given advice on how to make this service more efficient and user-friendly, which is already capable of improving the relationship with the consumer.

But after that, we still need to offer something better to retain this customer. Go beyond problem solving and give them some benefit, such as an upgrade to a service, a more advanced product, or a discount coupon.

Sometimes a simple action is enough, such as sending a handwritten letter apologizing and offering a corporate gift. Imagine if this letter was written by the company’s CEO? This experience gains the potential to be shared , while the brand strengthens the brand and the relationship with that customer.

What is the importance of having customers as brand advocates? acknowledge-the-problems

When you provide quality service and exceed the expectations of dissatisfied customers, you can still regain their trust. Not only can they repeat their purchases, but they can also defend the brand and promote it among their contacts .

Brand advocates are those people who identify with your values ​​and have cultivated a close relationship with them. And this can happen even after a complaint if the service is executed well.

Advocates are important in protecting your image. When there are public criticisms and even image crises , they can advocate for the brand and prevent further damage. In addition, they can leave testimonials on the website about their experiences, post positive mentions on social media, and push comments of satisfaction about the brand on Digital Marketing channels .

It is worth emphasizing the influence of other people’s opinions on purchasing decisions , much more than the word of a salesperson or the advertising of a brand.

Therefore, taking good care of dissatisfied customers is the opportunity to activate all this potential for dissemination through consumers themselves, in addition to protecting your brand image.

If the person bought a product, without any problems , maybe they had a good experience, but not an extraordinary one. With the tips we have given you above, you can take your relationship with the customer to another level: charm .