How Customer Service Can Turn Angry Customers into Loyal Ones

Customer service is a critical element of running a successful business. Some businesses may even consider it to be one of the most important elements in their success. Customer service can make or break customer relationships, and this makes customer service crucial for any company that values its reputation.

The importance of customer service cannot be denied, and it's one reason why so many companies offer impeccable service. This type of service includes providing customers with information that is accurate and relevant. Customer service representatives should also communicate effectively to ensure that the customer understands the information being provided.

How are some companies able to maintain such high levels of customer service? Customer service starts by having a good working structure in place. A lot of companies implement an internal customer contact system to monitor customer complaints and address them quickly.

This gives customers the feeling that they are being heard, which can lead to positive outcomes for both parties involved. For example, if customers have their questions answered quickly and comprehensively,

Here are some tips on how to turn angry customers into loyal ones:

Apologize Quickly

If you know there was an issue with the order, whether it's a delayed shipment or defective product, apologize and work hard to rectify the situation as soon as possible. This will go far in making sure your customers stay happy with your brand and continue ordering from you again in the future.

Listen to Feedback

Don't just hear what they have to say, listen to it. If you have a loyal customer that is overly angry with your brand, chances are they will be vocal about their experience and will likely share their experience with others on social media or in blogs. Listen to what they have to tell you and respond accordingly by fixing the issue, even if they never buy from your company again. Remember that positive word-of-mouth and happy customers are much more likely to bring you new business than a bunch of angry people.

Thank Them

If customers have had a negative experience with your company, it shows that the customer service has not been up to par. A simple way to rectify this is by thanking them for bringing the issue to your attention and asking if there is anything you can do.

If they have already found somebody else to fix the problem or are not willing to be a customer, tell them that you appreciate their input and hope that they will consider doing business with you in the future whenever possible. Be sure that they leave with a positive feeling about your company.

Have a Plan of Action

A study by "American Express Open Forum" found that more than half of customers can't come up with any reason why they should stay loyal to their favorite companies. Having a plan of action for after the sale can make a big difference in your fan base.

Be Clear and Concise

Don't bury the lead or lose them with too much information. They likely have come to you because they are having an immediate problem, issue, or question that is important to resolve. Again, if this isn't an unexpected occurrence and there has been a problem that has gone on for some time, they may feel as though you are not interested in helping them resolve the problem.

Be Polite and Personable

This is a no-brainer but sometimes we forget to be genuine when it comes to dealing with customers because we have been trained to say what people want to hear. Don't overdo it, but give them a moment to catch their breath and try to show your humanity.

Listening is more than just hearing the words they are saying; it's also about paying attention to their body language and emotions. Are you getting any red flags or feelings that something else is going on that you aren't aware of?

Anticipate What Your Angry Customer Needs

Sometimes we end up hurting people without even knowing it, so be sure to ask them if they need a tissue or something else. Again, it's all about showing your empathy and being conscious of how much you are hurting them.

Don't Make Excuses

I can't tell you how many times I've seen people make excuses for themselves when they screw up and it only makes the situation worse. Never, ever try to make excuses as to why something went wrong or how sorry you are, just be honest.

Stand Your Ground

You know the old saying: give 100% to get 100%. If this means that you have to be tough with your customer so they understand that their actions or behavior isn't going to get them anywhere; then do it.

Be Vociferous

If you want to get your message across, then you have to do it with style and grace. In other words, don't back down when things get tough or some people might think that you're chicken. Chances are that the only reason they're challenging you is that they want to test your leadership skills. They might be trying to find out whether or not you have what it takes to get them through a difficult time. So show them that you're in control, and then take it from there.

Be Honest

Customers don't like being lied to. They hate it. Lying isn't the best way to handle a situation because you might end up causing more problems than you can solve. If you want the customer to trust you, then you need to show them that you don't have to fabricate anything for the two of you to communicate effectively.

Ultimately, there’s no magic formula for creating an excellent customer experience every time because people are complex creatures but by implementing some of these principles from cognitive neuroscience into our branding strategy we may just get closer to achieving this goal. Let us know which principle resonates most with you or if you want help adding them all together as part of your next marketing plan!