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Strategies to turn dissatisfied clients into loyal clients


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Customer service has always been an essential element in the development of a company, both online and offline. But the Internet and social networks offer customers more ways to share the experiences they have with a company. Considering that more than half of unhappy customers will share the experience of virtual friends, each company must pay close attention to this aspect.

The response time, how you formulate the response, how receptive you are to the information you receive or the solutions offered all contribute to the customer's experience with your company. When a customer has drawn your attention to an element that does not work properly, keep in mind that a dissatisfied client can react differently from another. Even if one leaves without telling you, but will never come back, or one will tell you what discontent it is, they are both as disappointed with the company's attitude to customer needs.

The most effective 3 strategies to turn dissatisfied clients into loyal clients are:

1. Listen to the customers
An unhappy customer wants to listen. So before giving a solution, listen to the problem, ask questions that might help you identify the elements that have led to that problem. For a disgruntled customer, it is very important to prove to them that you care and to find out more about the problem. Understand its point of view and put yourself in its place. For example, a customer who ordered a pair of glasses on your site waits for a week before receiving the parcel, and when he discovers that they have a broken lens. After listening to the client, say "You must have been very disappointed to wait a week for our product and to find that it has this defect." Do not adopt a defensive attitude when a customer is unhappy. Take advantage of this situation to improve your products or services.

2. Assume your responsibility
Do not apologize for any product failure or any other customer discontent. Do not try to blame transport or weather, accept customer dissatisfaction and apologize. The way you accept and apologize is essential for customers. Avoid using "We apologize for the inconveniences you create, but it is the fault of the courier" or "I am not right, and you have" and replace "We are really sorry to feel that."

3.Build a positive reputation
A company's reputation is built over time, with a lot of work, clients being the main pawns of this structure. In terms of customer loyalty to the brand, a customer who has a problem but has been resolved quickly and professionally will have much more respect for the brand and its products or services. Moreover, a customer who has had a problem that the company has quickly resolved causes them to share this experience with friends.