If you’re an entrepreneur, chances are that you have encountered a disgruntled customer before. How you deal with the situation can have a lasting impact on your company’s reputation. Smart business owners know that dealing with unhappy customers has a considerable chance of backfiring. However, if done correctly, you can reassure the customer, solve their problem and keep their business.
With all the communication channels that exist today, it’s just a lack of effort on the business’s part if it doesn’t deal with the customer complaints. Businesses should look at a disgruntled customer as an opportunity to fix any issues they may not have been aware of, to optimize their products or services and avoid making the same mistake in the future. Here, 14 experts from Forbes Business Council explore how a business can deal with unhappy customers in a practical manner.
13. Create An E-Form
Unhappy customers want to be heard. The first thing we must do is actively listen and understand their perspective. Due to the virtual nature of most businesses, I advise creating an e-form asking for more details and promising to further investigate. This approach allows you to improve your business systems, potentially recover the situation and take the matter offline to avoid escalation. – Shaz Memon, Digimax Dental