Each business does its best to attract and keep customers. And they all use multiple tools, perks, and methods to get the results they want. But still, there’s no way to create a fail-proof plan that will work like a charm for all customers (and in every single situation). The ugly truth is – you’re likely to face criticism at some point. But here’s some amazing news: recovering from a bad customer experience is actually doable! And more than that, it’s quite simple.
54% of all consumers claim that their expectations are rising. So, let’s make sure you won’t let them down. Just keep reading this guide & learn to deal with unsatisfied customers.
What is a bad customer experience?
Everyone has some specific requirements and expectations of a company. And most have a prototype of an ideal response and service that a business must provide. So, if a customer feels like their needs weren’t understood, appreciated, or met in any way, they’re bound to form a negative impression of a brand.
Bad customer experience: statistics & facts you must learn
Sweet business dreams are made of stats. And in this case, when the ultimate goal is to offer amazing experiences to your users, clients, or buyers, it’s best to get familiar with the numbers. That’s the basic part of the market research (which you’ll be bound to do – regularly). So, according to surveys, 83% of companies know that it’s crucial to keep customers happy. See? The competition really is bold and dangerous. Or, actually, many know about the tremendous importance of baloney, macaroni, and the whole enchilada. But they rarely practice what they preach. And this is your chance to have a good look at the facts, spot the gaps, and steal the thunder:
- 75% of brands say that they are measuring customer engagement but can’t quite put the finger on what it is.
- 34% of companies are implementing “customer journey mapping.”
- 33% of customers who turned their backs on a business last year did so because personalization was half-done.
So, here’s what you must memorize: channel your inner Han, and be more of a C-3PO. Do find out the odds! And turn these market gaps into an indisputable advantage.
The ultimate truth: You must react quickly to avoid devastating consequences!
Facts, numbers, and studies show just how big of an imperative it is to take excellent care of customer success, overall experience, and more. Because – guess what? In a digitally-equipped world where competition is fierce, a poor review echoes until it crushes your odds of attracting new & returning customers. So, what are the effects of poor customer service?
Well, the main danger is a massive backlash. According to multiple surveys, 62% of customers share their bad experiences with the world. And that’s something you can’t really afford to happen – firstly because it costs 6-7 times more to draw a new client than to keep an existing one. And once the crummy reputation aftereffects kick in, it will be tough to crack the code on how to persuade both old and new buyers to collaborate with you. In fact, 56% of people around the world have stopped working with a firm because of it. So get quicker and more invested in providing superb experiences to customers.
Get ready to recover from a negative customer experience smoothly
Different types of customers require a different approach. But some universal remedies always work amazingly. For instance, how would you feel about a genuinely concerned, knowledgeable rep who gets back to you and tries to solve the problem in record time? Smitten and ready to buy + recommend is the answer you’re looking for.
So follow these five steps. Make customers happy. Boost your company’s reputation. Keep bad vibes on the low and negative reviews off-limits. And watch how the business thrives!
Make yourself accessible & be sure to respond fast
Nowadays, customers can easily find any time or channel to state their dissatisfaction. They could complain immediately or wait to make a call or send an official email to the business reps and managers. But still, regardless of the customer’s timing and choice, it’s crucial to resolve their issue directly and quickly. Wanna know why? First of all, you want any new or returning customer to understand that you care about their needs and problems. So being swift when it comes to resolving their difficulties and concerns helps them feel positive about your company. Also, fixing customer issues is critical in keeping negative thoughts and comments about your company from popping up in the digital world. That’s because people just love to talk. Many displeased consumers review online businesses to channel their frustration about a poor customer experience. So, resolving their issues fast helps you make them more content, and it can help get rid of negative reviews and protect your reputation.
Find the key reason for a customer to make a complaint
When customers complain about inadequate service, they could cite a variety of negative points. It’s not uncommon for them to wander off-topic and proceed with talking about their overall lousy day or a terrible experience with a competitor. Those are just some of the examples of dreadful events and experiences that might affect their attitude toward the company you represent. So, it’s necessary to carefully listen to what they have to say. But paying close attention to the specific issues they mention about your business is the key.
Was someone on your team late for a meeting with them? Or were your products below the level of quality the customer expected? There are other pain points and potential deal-breakers, like overpriced goods or services or any other types of money losses that could be linked to your firm. And because of that, it’s essential to pinpoint the root of the problem. That way, you can respond to their precise issue instead of just offering a vague response to their complaints.
Take responsibility & offer an apology
The crucial action to take is taking responsibility for every customer’s experience (even the negative ones).
Now, this is another thing you simply must hear: this doesn’t mean that every complaint and the bad vibe is, in fact, your fault. On the contrary. But it’s essential to accept the blame for whatever part you have played in the issue. Just remember never to reproach the customer because that’s an actual recipe to make them more bitter and ready to write an angry comment. Instead, specify the parts of the problem that your business took part in and let the client know that you are aware of your responsibility.
So, what to say to a customer who had a bad experience? Well, a sincere apology will get you on the right track. Staying professional and showing empathy and respect is how you eliminate animosity.
Be concrete and offer a solution
Providing a tangible solution is the necessary step in ameliorating the customer experience that was about to be ruined. And Statista’s insights support simple, efficient, and speedy solutions: according to the data they have collected worldwide, ease of resolution is the key point for most customers. So the truth is that an apology alone (while being much-needed and sounding honest and empathetic) is never really enough to recover from a bad customer experience. Something actionable and truly touchable, however, will save the day.
For instance, some sort of an extra discount or complimentary service or good can help you manage a customer’s complaint. Also, you could offer them a full refund. These solutions mainly work according to the severity of the issue while being aligned with your company’s capacities. Some disastrous scenarios can even require legal actions, but that’s a whole new field to explore.
Bonus points: Engaging the whole team & teaching them to overcome bad customer experience
Major disclaimer ahead: one doesn’t necessarily fall under the category of “Karens” the internet has been warning us about if they ask to speak with the manager. In fact, no matter how many alarms this question triggers in a mere minute, don’t panic. Just think of it as an indicator of where there’s some room for improvement. So, the glass is half full, and a positive review is half written if you do everything right.
Now, here’s why you should be the one who’s going to deal with a bad customer experience. First of all, relying on the chain of command makes things more difficult and lengthy. And that leads to an increase in a customer’s dissatisfaction. Instead, grab your teams’ attention and ensure the best use of their knowledge, traits, and key skills that each (good) customer service rep needs. Of course, in the meantime, amplify those sets of skills and boost the main features that make you successful in this domain.
And, as a team, you can work together toward finding multiple solutions in advance. Cover all of the most common issues and objections that you could face. That way, you will reduce the number of difficulties and crush all sorts of disapproval easily.
Awesome benefits that come from an excellent customer experience
High-grade service and excellent experiences are unavoidable for any business to build its way toward a bright and successful future. In fact, the way you treat the customers is closely tied to the whole brand and public image, and being amazing at it also helps on many other levels. It certainly drives more profits, increases customer lifetime value, and creates new, effective marketing opportunities. Finally, a helpful and genuine approach to customers works like magic when it comes to retention. And keeping loyal buyers and clients is the most efficient strategy and ultimate perk any business can get. So take good care of this super-important domain – because it can turn into a massive competitive advantage.
Follow this simple guide to get back on your feet after any negative experience or poor review
Hearing about some bad customer experience stories shouldn’t scare you. On the contrary, it’s best to use them to learn something and make more efficient tactics. Because, once you bump into a client who has a thing or two to reproach, it could feel like you’re on the verge of apocalypse. But if you come prepared, the situation will clear out, and complaints will be overcome in an instant (well, maybe in a little bit more, but you get the point). Just follow the Basic steps we mentioned in this guide and adjust them to match your needs and the circumstances.
Need a reliable partner who will deal with these struggles and offer a superb experience even to the most demanding clients? Let’s talk.