When you have customers who thought they were getting one thing from paying for your products or services and then realized that what they had expected wasn’t what they actually got, it’s not uncommon for them to reach out to you to see what happened and what can be done about the issue. However, dealing with customers who have had this happen to them can be difficult. Luckily, there are a few things that you can do to help make these problems easier to solve.
For starters, you should train your present HR team to develop the expertise needed to help clientele deal with the problems they’re facing. Next, you could approach BPO call centers that outsource their services to businesses; they tend to be capable of handling a high number of calls from customers effectively and provide solutions to them when required. Finally, you could expand your team of customer service representatives to cater to different types of individuals for the different issues that they might have.
Efficient customer service is crucial to client retention, attaining higher conversions, and overall business success. So, you, as a business owner, should figure out ways to optimize the process of client handling, whether it is to make higher sales numbers or help out existing customers.
To help you see how this can be done, here are three ways to help customers who are having issues with your products or services.
Show Empathy
When someone comes to your and your business with a problem, the first and best thing that you can do is show them empathy. Even if you feel like the problem they’re having is of their own creation, it’s not going to do either of you any good to be combative or disrespectful to them.
As you show them empathy and listen to what they feel like they need to express to you, you will start to build a rapport with them. And with this rapport, it will be so much easier for you to communicate with them in a way that’s effective.
Get To The Heart Of Their Problem
In some cases, the problem that your customer thinks they are having isn’t the actual problem. If you can get to the root of the actual problem, you’re both going to be much more well off.
To do this, you’ll want to ask a lot of questions about what is going on and what they were expecting. In addition to being able to troubleshoot some of the most common problems with them, you may also be able to help them see how a different product or service could be more effective for them. And by offering this to them, you could move much closer to fixing the problem.
Take Notes And Follow Up
As you’re speaking with the customer or client about the problems they’re facing, take notes about what they have said and what you’ve discussed together. If you’re able to come up with a solution for them that you both feel comfortable with, give them some time to sit with the solution and then reach back out to them to see how things are going now.
Not only will following up help you to know if this solution worked so that you can use something similar in the future, but it will also help your customer or client see that you value them and their experience with you and your organization.
If you have a hard time speaking to customers or clients when they are experiencing issues with your company, consider using the tips mentioned to help you make some progress in this area.
For more help understanding your consumers and how to best meet their needs, please see the resource below.
Infographic provided by Riveron – accounting advisory
