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The holidays can be a busy, stressful time for companies and customers alike. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. But these situations aren’t unique to the holiday season, and now that the new year is in full swing, businesses can step back and reflect on customer service lessons they can take with them throughout the rest of the year.
Below, the business leaders of Rolling Stone Culture Council discuss some of their top customer service lessons and the practices businesses can keep in mind when trying to find the best way to deal with an unhappy customer, no matter the season.
Show The Customer You’re There for Them
An unhappy customer is the best opportunity to make a new friend. Hear them out, address their issue or concern and show them that, as a business, you are there for them. The long-term result is that the customer won’t forget it, and the business benefits from a grassroots supporter. – Russel Wilenkin, Old Pal
Give Them a Memorable Experience
Focusing on customer service is critical! You want to set yourself apart by giving customers a memorable experience when working with you. If they are unhappy, quickly address the issue and offer solutions. Do not avoid them and do not make them feel like you’ve left them hanging. They may not always remember the issue, but they will always remember how you responded and how you made them feel. – Kim Pham, DASH TWO
Listen to the Real Reason for Their Disappointment
There is always a story behind what an unhappy customer is feeling. When they call in shouting that something was missing from their order, the problem is not the missing item — it is the disappointment on the face of the person they bought it for or the customer’s embarrassment at not keeping their promise to someone. These silent stories are what you have to hear and find a solution for. – Vanessa Nornberg, Metal Mafia
Understand the Customers’ Perspective
Try to understand the customer’s perspective. If they are correct in being unhappy, and it’s reasonable to address their concerns, then do everything reasonable to do so. A challenging customer can actually help improve your business or help you identify new business opportunities. – Brian Framson, Citrus America Inc.
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Ask What They Need to Feel Happy
One way to alleviate client dissatisfaction is to ask them what they need to be happy. Although we may feel the need to offer suggestions to please them, by listening to their concerns and trusting them to lead the conversation, we will develop a sense of connection with our clients. This allows us to better understand what motivates them and how we can meet their needs. – Kelley Swing, Head Case Hair Studio
Highlight the Actions You’ve Taken Because of Their Feedback
We want to respect our customers’ time, so we ask for a simple one-line statement on each one’s experience and offer an exclusive discount on the next purchase. All responses are shared with the larger team; we even return to our customers with specific actions that were taken due to the feedback. Even if they are a dissatisfied customer, such an action always leaves a positive brand impression. – Michael Klein, cannabisMD
Remember to Be Empathetic
Practice empathetic listening. Acknowledge the customer’s concerns, respond with understanding and offer a swift, personalized resolution. This approach can turn a negative experience into a positive one, building loyalty even during stressful times. – Kristin Marquet, Marquet Media, LLC
Keep Detailed Notes of Interactions
Emotional decision-making often plays a big part in many conversations. This could be internally or externally. We practice taking detailed notes for all our internal and external meetings. Therefore, when someone is unhappy, we revert back to the notes and always propose a fair solution to all parties involved. – Kice Akkawi, Treblemonsters
Recognize Their Humanity
Remember, above all else, that the customer is also human. They can be right, wrong, kind or obnoxious, but in the end, recognizing the customer’s humanity and empathizing will lead to the right tone to hopefully achieve a decent outcome. – John Tabis, M13
