7 Steps

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Hanifmr.com - Many self-employed people on the Internet work for a greater or lesser number of customers.

It can hardly be avoided that not every customer is always fully satisfied.

This article has tips on how to deal with dissatisfied customers.

Dealing with Dissatisfied Customers

7 Steps - Dealing with Dissatisfied Customers

Anyone who deals with many customers will repeatedly run into problems because customers are dissatisfied.

Often one would like to react immediately in a reflex action, but this is usually counterproductive.

Instead, it's better to follow a few important steps to get the most out of the situation and keep the customer happy again.

The reasons for this are simple. A won back customer is often more loyal. In addition, a dissatisfied customer usually harms not only by leaving but also by bad word of mouth and so on.

1) Listening

To be able to react to dissatisfied customers at all, you have to listen. If you do not notice that customers are dissatisfied, you cannot rectify the situation.

That is why you should not only take customer feedback seriously but also actively request it. This includes seeking regular contact with customers, including after the sale.

You should also keep an eye on the comment areas on websites, forums, and social media channels.

2) React

If you are dealing with a dissatisfied customer, you should react quickly.

Today there are so many opportunities to venture out that some dissatisfied customers spread their problems all over the network. The damage is then more difficult to repair.

3) Be Honest

Before reacting, however, you should honestly think about the things mentioned and allegations on the part of the customer.

It works best if you look at the matter from the customer's point of view and put yourself in his or her situation.

But you also have to be ready to accept your guilt.

4) Looking for a Conversation

Then it is important to get in touch with the customer and discuss the problem with him. A face-to-face conversation is often best, as you can not only create a personal level but also react to the customer and ask questions.

A face-to-face meeting is also possible.

You should be friendly and open and just apologize, which is a very positive signal for many dissatisfied customers.

Under no circumstances should blame or excuses are used. Legal action against customers or bad customer opinions is also mostly catastrophic. In today's world, this is quickly becoming public and the damage is even greater.

5) Offering a Solution

After that, it is important to offer a solution to the customer's problem and thus make something good again.

Goodwill plays just as much a role here as the 'extra mile. The latter means that you do more than the customer expects from you and that you leave a really good last impression.

In the end, the customer should be more than satisfied with the solution offered. However, it should also be economically justifiable.

6) Strengthening Service

But not only the performance or the product itself contributes to customer satisfaction. Service is becoming more and more important today.

It begins before the purchase and extends well after the sale. Since many products and services are interchangeable, the service often makes a difference.

Especially since an active and customer-oriented service can take care of dissatisfied customers in good time and prevent further escalation.

7) Using Feedback and Experience

Finally, it is important to learn from experience. The feedback from customers should also be used beyond the individual case to prevent such problems in the future.

This ensures that you take precautions rather than only taking action when customers are already dissatisfied.

There are Limits

In many cases, you can not only satisfy a dissatisfied customer with the steps mentioned but also collect additional plus points from him.

But let's be honest, some customers are looking for a riot. All you can say here is that you don't have to put up with everything.

Personal insults, damage to reputation and the like do not have to be endured just because one is afraid of further effects. Likewise, one shouldn't ruin oneself just to satisfy an incorrigible customer.

The “investment” in dissatisfied customers must pay off for the company in the medium to long term. When and why you should fire bad customers, I'll explain in the next article.

My Experiences

I used to work a lot with customers and had experiences with dissatisfied customers. I then tried to defuse the situation and to satisfy the customers, which mostly worked.

However, some customers were dissatisfied with the principle and speculated that they would get even more for their money. Later I got a good feeling about that and generally avoided such customers.

I also know cases of dissatisfied customers from other self-employed people. Fast, personal and solution-oriented communication is the key to success. Those who go to work with the inner attitude to satisfy their customers can usually also deal well with dissatisfied customers.

Conclusion

Dissatisfied customers are not uncommon as no one can please everyone.

The bottom line is how you deal with these customers.

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