Has your company been getting negative feedback from consumers recently? How have you handled those responses? Not every customer will have a positive experience with your business and that’s OK.
It helps to understand common complaints and have a plan for addressing those issues. Try to put yourself in the shoes of the customer when drafting each response, as it will help customers have more trust in your business.
While it may seem frustrating to grant refunds, try to take a minute and think of the situation from his or her point of view. Would you expect a refund? Would you think better of the company if you were refunded your money? Think about situations on a case-by-case basis.
Customers today have more power than ever before and will often share both positive and negative experiences they’ve had with brands with their friends and family.
According to SuperOffice, only 1 in 25 unhappy customers will complain directly to your company.
It’s important to take these complaints and use them to make improvements in how your business is run and how customers are treated so you can provide more positive experiences.
Research also shows that customers often turn into loyal customers when issues are resolved in a timely manner. A study conducted by Harvard Business Review found that consumers who have a complaint addressed in under five minutes will spend more on future purchases.
Complaints by customers could prove profitable for your business.
An issue with product use –
Do you have a customer who needs his/her handheld when using a product? Start by assessing the urgency of the situation and determining if this needs immediate attention. Perhaps your response could begin with asking the customer for more information on the issue and what in particular he or she is needing assistance with.
Having the consumer explain the issue in more detail allows him/her to think through things rationally and get in the mindset of resolving the issue. It’s still reassuring for the customers to know you’re there in case they need you.
An angry customer –
The Walt Disney Company is known for being an exceptional company and having perfected the art of customer service.
Their approach is with the acronym H.E.A.R.D. which stands for:
We know it can be frustrating to deal with angry customers, but focus on not getting angry yourself and keeping perspective when dealing with service issues.
You might say something such as, “I’m very sorry about the issue you’re experiencing with our product. You’re right – it shouldn’t take that long to fix, and I understand how frustrated you are.
Our developers are currently working on this, and I’ll continue to provide updates until the issue is resolved. Again, we apologize for the inconvenience.”
The customer will be happy to hear that the company is passionate about fixing the issue and understands the frustration behind it.
When drafting email responses to complaints, keep in mind how the customer feels and think about how you’d want a brand to handle your complaint/request. Be compassionate and informative. Provide updates and keep the customer in-the-know whenever possible.
Consistency is Key:
When consumers contact your business, they should always have the same type of positive experience no matter how they choose to contact you.
Your team should also be well-trained and have a great knowledge base. Sadly, almost half of customers have dealt with a customer service representative who was in the wrong in the past. This can easily be avoided with adequate training.
Is your staff well-trained and ready to handle any customer service issue that may come your way?
Do you value your customers’ time? It’s crucial to show this by making efforts to resolve issues efficiently and producing user-friendly products.
Strategic use of visual communication is also key. Many of us are drawn to images, videos, GIFs, etc., so why not incorporate these into customer communication rather than strictly relying on emails or phone calls? Through CloudApp you can communicate through screenshots, screen recordings, and image snippets.
Imagine you’re a customer experiencing an issue with the use of a product. Would you like it if the company sent you a long page of written instructions, or would you prefer seeing visuals which show how to use the product?
Did you know images yield 50% recollection while text yields 10% recollection?
Increase the effectiveness of your business by using a tool like CloudApp to share visuals instantly. Your company could have short videos or descriptive images explaining common customer questions, which could educate consumers quicker and easier than explaining via text.
We live in a world where visuals have proven to be powerful. Why rely on text when people process images 60,000 times quicker?
Applications of CloudApp in customer service include:
CloudApp has proven to help improve customer relations and communication in the workplace. Remember to focus on training, consistency, visual communication to provide a better overall experience for your customers.
Obtain more information on customer service support here.
Are you ready to enhance visuals to improve customer service within your company? Sign up today for a free CloudApp account. Our tools can improve team collaboration and the way information is shared with consumers.