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How do you deal with unsatisfied customers?
Negative feedback is a natural part of the process. It's impossible for everybody to be a 100% satisfied by a product or service, no matter how hard you try.
What steps do you take when receiving a bad review from a customer? How do you respond, if you do?
Do you thank them? Try to offer them something special to give another chance to the product?
Interested in your thoughts:)
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Jared Cornell
The first step is the major challenge itself - identifying your unhappy or unsatisfied customers.
We use CSAT, NPS surveys to identify such customers and try to analyze where we went wrong. Most customers are usually unhappy due to poor customer service. We use a tool called ProProfs Help Desk (https://www.proprofsdesk.com/) to allow our agents to quickly track issues, prioritize urgent requests, and use ticket history to offer a personalized experience. In my opinion, if you improve your support quality, you will automatically see an increase in customer satisfaction.
I hope this helps. Good luck!
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I ran an online publication for five years and dealt with my share of unhappy authors that didn’t get their work published – and wanted to blame me (or something) for it.
My approach was always the same: a thoughtful response that stuck to being respectful, understanding, and to the circumstances. If we goofed up, like with a missed notification or the like, I just owned up to it and let them know that we make mistakes – or the systems fail sometimes – and told them we thanked them for pointing out problems so we could get them fixed.
As for a subjective decision that upset some people who went off on an email tirade, again I just stuck to the facts and stayed calm. Mostly I think customers / clients / people in general want to be heard – and responded to. There’s nothing worse than lodging a complaint – legitimate or otherwise – only to be met with cowardly silence.
I believe first thing we should prepare solutions or suggested scenario before contacting them, Also we should stay calm when dealing with them and shift our mindset (to put ourselves in their shoes) listen carefully and acknowledge their anger. It would be good if we repeated their concerns(to show empathy) and explain how we are going to help (offer them the solution) then thank them for their concern as all feedback help after a couple of days it would be great to follow up and make sure every thing is okaay.
(I used to be sales and customer service agent and this is how I dealt with it most of the times)
This is a tough one, one thing you must do is respond. Negative feedback is an opportunity to improve on your product, find out the real problem with your product and fix it.
Sometimes there are people who are just never going to be satisfied no matter what you do. In that case, with my previous online store - I would offer that product for free or give a discount on their next purchase. Someone who takes the time to write a review, even a negative one - is more likely to be converted that someone who says nothing and walks away unhappy. Cross sell them something else (even at a discount), I have resold to a couple of unhappy clients another product - its possible.