Handling Customers Table of Contents
Business exists as long as customers exist.
You have to create good and long-lasting relationships with your customers; otherwise, they will not recommend your products to other people.
Building relationships can be complex and challenging, and it is necessary to know that the key to success is to make each customer feel welcome and satisfied.
Companies hear complaints every day, but it is important to know that less than half of unhappy customers tell you about their complaints. However, those people, who do not inform you that they have complaints, convey their bad experience with your company to an average of 11 people.
In many cases, customers want to know that you are listening to them. By doing so, you show them that they are vital to you.
When something goes wrong, you should apologise. Do not try to find whose fault it is; tell your customer that you are sorry they had a problem. Then try to solve the problem as soon as possible and inform your customer what you have done.
Customers must feel important and appreciated, and even though the specific issue may be unimportant for you, it can be crucial to your customer. If they think you are laughing at them, they will not purchase anything and maybe never come back to your site.
If you stay calm, your customer will behave in the same manner. They will feel like you control the situation, and that power can help you solve their problems.
After listening to the customer's complaint, take the initiative in the conversation and begin to ask questions. When you have enough information, use it to start a genuine discussion and to build a trusting relationship with your customer.
If you can identify your customer's needs and anticipate them, you will quickly gain trust and credibility, which is the key to a long-term relationship with them.
Think ahead of possible problems that can arise with your customers and come up with solutions such as a refund or return, coupons or a free service, etc.
Do not promise to solve a problem if you are not able to do it. It means knowing your limits. If you think you cannot solve the customer's problem, try to suggest an alternate remedy.
Availability does not necessarily mean being online 24/7, but rather to ensure you answer all the enquiries promptly and informatively.
Feedback can help your business grow and engage more clients. Provide ways for customers to leave feedback on your products or services. You can send your customers a follow-up email, a suggestion box and so on.
You and your employees must have relevant skills to be able to handle complaints from the customers. Here are the main skills you need to be able to deal with unhappy clients.
Kind attitude and problem-solving skills: You can efficiently handle your customers' problems if you have the desire to do it. If you have a kind attitude, it means that helping customers is your normal behaviour. Problem-solving skills include listening to a client's complaint, identifying the root causes, and coming up with a solution. It is essential to show the customers your willingness to help them.
Attentiveness and patience: attentiveness means that you are present while handling the complaint. On the one hand, this makes the customer confident and, on the other hand, prepares you to solve the problem.
Patience is necessary to stand in front of the client and listen to complaints. It also protects against being defensive and attack a customer.
Competence and knowledge of products: the employee must understand the business and the product with a problem. Otherwise, it will not be possible for them to answer questions, understand common problems and ways to fix product-related issues.
Accountability: it is the willingness to take responsibility when necessary. Many people avoid taking responsibility when problems arise unless they are involved in it personally. Accountable employees realise that each worker must accept the negative experience and have a desire to solve it.
Do not forget that customers are a vital asset for your company. Unhappy and unsatisfied customers will shift to your competitors despite the quality of the products and services you offer. Always pay attention to how you and your employees treat your customers and provide them with the best customer support.
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Shopify is a software company that specialises in ecommerce software for small to enterprise level businesses.
Shopify is listed as the best ecommerce software related to Ecommerce Platforms. Shopify was founded in 2006 in Ottawa, Canada and currently has over 6,124 employees registered on Linkedin.