Philip Kotler said that satisfied customers are the best advertising. It is true. We have discussed the importance of loyalty in our strategy and why we should respond on social media to negative reviews. But how can we make a dissatisfied client a satisfied one?
We will be sharing 7 key points that you can use to deal with dissatisfied customers through social media. This will help you prevent one-off bad experiences from becoming a negative impression of your business.
1. Instantaneity: Respond to your customer’s complaint as soon as possible, as long as it falls within the hours set by your brand. Tell him to be polite and clear. Don’t wait for the user.
2. Quality: Make sure your messages are both public and private. You want to convey a personal, friendly treatment, and that you are available to listen. One small thing that can make a difference is to sign the messages. This will allow them to connect with you company and say “I have spoken to Ana on Instagram”. They will feel like their case has been followed up.
3. Be concise: Don’t give away too much information. The message and the solution should not be repeated. Consider that your client is already trying to find a solution and is frustrated. He doesn’t want to waste his time on complicated solutions that he prefers to ignore. You should be aware that there are companies who offer extremely complex processes to resolve complaints.
4. Connect with your customer: Try to empathize with him, listen to his problem, and try to understand what he would do if he had the same problem. Keep in mind that users are not all the same and therefore not all problems can be solved the same way.
5. Creativity: It doesn’t take a lot of resources to offer a bonus to a customer who is unhappy. The problem you are dealing with will determine the solution. There are many options. They could range from a reward to a gift certificate. You can reward him with valuable content or offer him consulting services. The sector you are in and the creativity of your staff will determine the level of customer service.
6. Follow-up: You must remember to identify the customer using your CRM or database. This will allow you to determine if they are returning to your company, have new complaints, or have abandoned your brand.
7. Learning: Record all the steps you took to resolve a customer’s problem. You should write down all the lessons learned so that you can use them in the future.
Your brand can learn from its mistakes and meet the community to improve its products and services.