HOW TO DEAL EFFECTIVELY WITH AN ANGRY CUSTOMER
In today’s competitive retail market, consumers are savvy and know where they can get more bang for their buck. Retailers should appreciate that ‘the customer is always right’ makes good business sense. Putting into practice this time-honored dictum will just about always defuse the anger of an irate customer.
In the digital age, when a YouTube video can go viral-angry tirades about unjustified unfairness at the hands of a corporate customer service rep, can reap havoc on a business’s bottom line. Conversely, the social media can be utilized effectively to assuage perceived unfairness. A positive story about a happy and unusual outcome can produce lots of traction. This is ‘the word of mouth’ approach, but multiplied infinite times.
Consumer perception about unfair business practices and ensuing anger can easily be mitigated by tweaking the social media. Good and positive consumer experiences are most likely to be shared with others. Such an approach is a win-win for all concerned.
The human approach involving friendly and effective customer service is the first line of defense. People naturally like to help others. Corporate managers should realize that ‘bigger is not always better’ if customer interaction with service personnel is cold and impersonal. Staff ought to be reactive, and do things that make the company look good. Customer satisfaction is paramount.
The public is far less likely to grumble when it perceives that businesses can respond in a timely and effective manner to consumer complaints. If someone like myself has had a positive consumer outcome, then this encourages me to have a similar experience. More and more consumers will come to believe that any company’s saying ‘we really appreciate your business’ can be taken at face value. Loyal customers should be treated royally. Great customer service makes for good public relations. A satisfied customer is one who returns and shares the good news.