Unsatisfied customers will tell about your business to more people than satisfied customers ever will. This is the prime reason why you should listen to everything that your customers have to say and deal with them responsibly. Here are a few ways to deal with them, especially the most difficult ones:
This is the first key towards happy customers. An angry or unsatisfied customer, in most cases simply wants to be heard and acknowledged. So, be patient, listen carefully to what they have to say and do not interrupt them.
2.Try to show empathy
The ability to listen is much more vital than the ability to speak in order to have better communication. This not just holds true in your personal relationships but also the professional ones. When you are not listening to others, you are not just failing to understand their problems but also leaving them unsatisfied, unheard and unhappy. So, never fail to show your customers respect and empathy, after all they are the reason your company exists.
3.If you promised, call them
Keeping promises builds trust in relationships. In a service industry like that of travel, where the product is intangible and extremely perishable, it is all the more important that your customers trust you and feel secure in dealing with you, especially when it’s a B2B travel company where your service will reflect in the service they provide to their customers. Remember, your customers are your brand ambassadors. So, not calling them or doing a follow up when it was required will be a bad idea.
4.Offer multiple solutions
Offering multiple solutions can help in creating customer satisfaction and make them feel heard.
5.Avoid using negative words
No matter what, be polite. This may be harder than you think but remaining calm and polite in a difficult situation may help in avoiding unproductive arguments. Refraining from using negative words is also vital if you want a positive response from whatever the situation your company is in.
6.Apologise when required
If you made a mistake, apologise. It does not matter how big or small it is, you can always make it better by offering an apology. It can also build stronger relationships for the future and reduce conflicts. Needless to say if it helps you retain the customer for future, it is well worth it.