A client that is unhappy can result in damage of your brand reputation if you do not take proper steps to resolve their issue and give them the needed care. Just making a mistake and simply apologizing for the mistake might not resolve the issue and businesses will have to do much more than that. But it is not bad to have an unhappy client as customers that are unhappy are considered to be the biggest source of learning as far as brands are concerned. Unhappy customers can not only lead to financial losses for the company, but also future business prospects as well. It is always desirable to handle the client requirements in a purely professional manner.
Listen to your Customers
Let your customers express their unhappiness over your brand and the products or services you are offering. Once they say everything they wanted to about your brand, you will have to calmly respond to them with a reassuring response. It is always better to listen carefully and act professionally when it comes to dealing with customers.
Think from their perspective
It is among the best ways you can understand issues of your customers. You will have to think from their perspective including what you will do when you are in their position. By behaving in such a way, your customers would think that you genuinely care their requirements and show concern to their needs. Either you will have to apologize for the inconvenience caused and should assure such things not to take place again or you should tell them that you might be doing the same if you were in their place.
If you want to listen to your clients and want to focus on their requirements carefully, then patience remains the key. This is because listening to issues of your customers and apologizing to them requires patience. You should always assure your empathy towards your customers every time they come up with an issue instead of justifying it.
Identify the problem through Proper Communication
You should always remember that customers approach you to explain the problems they face with your products or services and to get a solution from your company. Do not think that they approach you just for complaining. You have to communicate effectively with them and should get more details from the client before concluding that you have clearly heard and understood them. Identifying the problems from the customer not only makes them feel that you are listening to them and caring them, but also help you to find out the cause of the problem and thereby resolve it at the earliest.
Give them an offer which they can’t refuse
While you suggest a solution to your customers, make it a point that you extend an offer which the customers can never neglect. Also make the client informed about the efforts that was taken for resolving the issue they were facing. Ensure them that the issue has been fixed and the changes have been made precisely as per their expectations.
To gain the lost trust back, it is desirable for you to call your customers and ask them whether the product is working fine. By this time, they would be happier and would be no longer an unhappy client.