How to rebuild credibility with your customers
Companies around the world are struggling with customer service. In fact, a 2017 global Accenture report found that 61% of customers switched companies due to poor service.
No matter how many t’s you cross and i’s you dot, mistakes happen and customers get angry. What will set you apart is the way you handle the situation and rebuild the customer relationship.
Here are a few steps to help you do just that:
1. Empathize and apologize
How would you want a company to act if they’d made an error on your file? Take a moment to think about that before offering an apology. Whether it’s by phone, email or in-person, it’s important to be sincere and act quickly to fix the issue. Don’t make the situation worse by playing the blame game or passing the buck. The customer is dealing with you now, and it’s up to you to shape their experience.
2. Make it right
Be transparent; explain why the issue happened and how you’ll make sure it doesn’t happen again. If it’s not a straightforward fix, ask the customer for their input on how they’d like the issue to be resolved. Don’t take the easy way out—offer real solutions that will benefit them. And when you say you’ll do something—do it. Keeping your word will go a long way towards rebuilding their trust in you and your company. Once you implement the solution, make sure you follow up with the customer and confirm that the situation was resolved to their satisfaction.
3. Make it up to them
You may have solved the problem, but you’re not done yet. To change a customer’s sentiment after making a mistake, you need to go the extra mile for them. Depending on the structure of your company, you may not have the ability to do something special for your customer yourself. In that case, escalate the issue to ensure that your customer is left with a positive impression. This is your opportunity to surprise and delight them, and remind them of how important they are to you.
Do you have any suggestions on how to rebuild credibility with your customers? Share them with us in the comments section!