How to Deal with an Unhappy Customer in 3 Easy Steps
Our customer service team talks to a wide variety of people each day—on the phone, on our live chat, or over email—and sometimes there are customers that don’t see eye-to-eye with us on an issue.
And let’s face it. Sometimes we make mistakes. At On The Ball Promotions, we guarantee we’ll fix our mistakes. Whether we ship new product or give you a refund, we stand behind our product and service.
But there is always that sticky situation when you know you’re in the right, but they won’t budge. What then?
Here are some methods our customer service team use to defuse what could otherwise be an ugly situation.
1. Ask them to explain… from the beginning.
Yes, this might take a little time. But here’s how you can ultimately take charge of the story: ask questions. Small, simple questions just to clarify what they’re saying. When they’re done telling their story, repeat back what you’ve heard. This process of clarification often causes people to reconsider their stance—if only just a little, but it’s a good, neutral way to start the conversation. You’re not questioning their logic, just making sure you know their side of the story.
2. Show empathy.
Empathy is showing that you feel what they’re feeling. It’s saying things like “I understand why you’re upset about this,” or “I’d be confused, too.” Now, do you have to truly feel what you say? Not necessarily, but at the same time, you don’t want to lie.
While you might not see things from their point of view, you can at least empathize with the fact that they’re upset because they had expectations that were not met—even if you know they’re in the wrong.
By showing the customer that you’re able to see things from their perspective makes them more open to seeing things from your perspective.
If things still have not cooled down yet, or the customer is still making unreasonable demands, there is one last-ditch effort that might smooth things out for a lasting relationship.
3. If all else fails, give them stuff.
This one might hurt a little, but sometimes you have to throw the dog a bone. Perhaps you refund their shipping costs, or give them a percentage off their order or work receipt. By giving them something—anything—you’re showing that you’re willing to work with them.
This last option might be enough to re-build the trust with your customer, leading to a lasting working relationship and potentially some referrals because of your willingness to work with them.
What now?
We think it’s time to rethink the worn-out phrase “The customer is always right,” and change it to something a bit more fitting, something a bit more accurate. Something that doesn’t make you grit your teeth when saying it. How about this:
The customer might not always be right. But they’re your business’ lifeblood, so do what it takes to keep them happy.
Or, a more succinct version:
Do your business a favor and keep the customer happy.
We’re On The Ball Promotions, and we pride ourselves in keeping our customers happy. Our personalized promotional items advertise your business in a practical way. Find the best giveaways for your business at OnTheBallPromotions.com.