Customers are at the heart of every business and treating them with respect and courtesy is the foundation on which every business is built. You need the loyalty of your customers to build a profitable business, and the best way to achieve success is to provide excellent customer service. If you want to start an online business, customer satisfaction is very important because you need to build good reputation for your company. Since you have no brick and mortar location, you need to build a sense of trust with the public. A sterling reputation for integrity and honesty is critical to obtain that trust.
When a customer complains about an order or a service received, you should always apologize for any inconvenience. Respond to every email as quickly as possible and try to resolve the problem sooner rather than later. Don’t put off responding to a customer, no matter how tough the situation.
Making a customer wait for a response and resolution will only anger the customer and make the situation worse. It’s best to apologize with a cheerful attitude, negotiate with the person, and come up with an acceptable solution.
The sooner you deal with a problem, the better the chance it can be solved amicably and that the customer will remain loyal to your company. If you fully satisfy the customer’s complaint, they will develop trust and loyalty to your products and services.
Is there is a time issue? For example, if you won’t know the answer to a customer’s problem until you get word from a supplier, let the customer know what’s happening. Don’t allow them to wait with no idea what’s happening. A customer probably has a busy life and their time is valuable too. If a customer must continuously check for your response by phone or email, this can be a waste of their time. It will also create irritation and frustration that eventually will be directed to you and your company.
Keep Your Cool
When dealing with customer complaints face to face or on the phone, and the person is angry or uses abusive language, don’t lose your cool! You may be very upset yourself but don’t yell, shout, or otherwise, reveal your feelings. Don’t argue with an angry customer or trade insults. Maintaining a calm demeanor and an even tone of voice will eventually calm the other person, and they will become more reasonable.
If you lose your temper, the situation could escalate, and that’s not the outcome you or your customer want. Your customer ultimately wants satisfaction and to be free of the aggravation of the problem, just like you, so don’t take anything to heart. Just calm the customer down, solve the problem, and go on with your life.
Give a Freebie
Offering the customer a gift or a refund can help to smooth over the stickiest of situations. The freebie can be a coupon for free merchandise, a discount on product or services, a gift card, or something yummy to eat, such as a package of gourmet brownies. Giving a gift can re-establish the goodwill of a disgruntled customer and turn the tide in your favor.
“Remember, wealth has nothing to do with money, success has everything to do with failure, and life is as simple as you make it!” – John Dessauer