Efficiency is the name of the game at Agents of Efficiency (obviously) so we’re making it even more efficient for you to improve your business. Every week, we sort through all the boring stuff to bring you only the best tips from the wide world of the web. For this week’s #2tips4tues, we examine the best ways to manage unhappy customers.
In Entrepreneur.com Tim Murphy advises on how best to handle customers who need to vent after a negative experience. “Often, customers leave negative reviews when they feel ignored. In fact, how customers feel they’re being treated determines whether they’ll buy from a company 70 percent of the time, according to a McKinsey study. People now use public channels as their first form of communication after a poor customer service experience. Many view it as their only avenue of recourse. For this reason, it’s important to stay in constant communication until a customer issue is resolved.”
USE POSITIVE LANGUAGE
Gregory Ciotti of Help Scout provides excellent advice in a recent Inc.com piece on resolving those issues for maximum satisfaction. He breaks down how tone and language greatly affect customer perception. “Customers don’t care about what you can’t do; they want to hear what’s going to be done. In addition to the usual suspects (can’t, won’t, didn’t), phrases that resign a customer to their fate are usually interpreted as negative (you have to, you need to) … Focus on the fix over the problem, and avoid words that cause defensive, knee-jerk reactions.”