Good customer service is a staple for any business there is, but it is often times hard to come by. Many companies think they have good customer service when in reality when you ask their customers they tell a different story.
According to Brad Tuttle in his book Customer Service Hell 80% of companies say they deliver “superior” customer service, when in reality when they asked their customers only around 8% said the service “superior”.
This is a problem… however, it means that there is room to improve!
One thing I have learned that works well for us is taking those negative experiences and turning them into positives for your customer.
Often times companies think just giving stuff away to customers is the best way to make them happy, true that does work to some extent, but the problem can be handled in other ways that won’t cost you a dime.
For example, if someone is asking for a refund for product ask them what is it about the product that they didn’t like, or what they feel needs to be changed. These questions can provide you insight about your product and what needs to be changed.
When you ask a customer why they wanted a refund be sure to let them know that you are currently in the process of getting them their money back. When the customer knows that you are not just trying to talk them out of getting a refund they are more likely to cooperate with you.
I would say that about a 1/3 of the time asking my customers what is was they didn’t like about the product it was just a simple misunderstanding of the product or they were simply confused about some of the material. During this time I am able to clear up their issues and they end up canceling their refund.
So as you can see I turned that positive into a negative and it didn’t cost me a dime, just my time.
According to Jim Moran Institute and Lee Resources close to 70% of customers will do business with you again if you resolve a complaint in their favor.
Like I said turn that complaint into a positive!
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