Make the Most of Customer Revenge
TeleworkPH
Published: June 30, 2022
Customer revenge can be damaging at times. After all, your customers always have the final say about your business.
And people listen to other customer reviews.
It sounds one-sided but that’s the hard truth. All it takes is one negative comment or complaint on social media and you instantly get people’s attention – but in a bad light.
However, any mention or post about your business creates a formidable impact or buzz around your brand. Even in times of customer revenge. You can turn the worst feedback into a goldmine if you know how to soften the resistance when you encounter online customer revenge.
Customer Revenge on Social Media
With more people now actively engaged in social media, customers have found a way to be more proactive online – even with their complaints.
According to Sprout Social, 47% of customers have used social media to complain about a business.
No business is perfect especially if you run a customer-centric business. In fact, even if you did give your best in treating your customers like VIP or providing more value than promised, customer complaints are inevitable.
While your instinct is to steer clear of customer complaints, you have to take the heat.
Tips on Handling Customer Revenge
So, how do you handle customer revenge and not make matters worse? Here are tips to handling online customer revenge like a pro:
Keep Your Cool
It’s easier said than done.
But, when handling customer complaints or online bashing, you need to stay calm. It can be difficult to fake or maintain a calm demeanor when all you want to do is to scream at the top of your lungs or submit to an anxiety attack.
However, listen to this. The complaints and even the harsh berating online isn’t a personal attack.
So, take it with a grain of salt. you need to do is to suck it in and use the negativity and trolling as constructive feedback that can help you improve your business or customer service.
More so, giving your customers the same rude treatment will only add insult to injury. Approaching your irate customers with courteousness and coming from a place of help will allow you to repair any disparities with a clear mind.
Customer Revenge Hurts, But… Just Listen
Customer revenge can sting. While it’s tempting to dominate the conversation because you desperately want to clear your name, it’s best to be still and listen.
Active listening is figuring things out from the customer’s point of view. Never assume that you have it all figured out. Don’t invalidate your customer’s complaints.
When customers are frustrated with a brand or a particular product or service, they say a lot of things that might not make sense right now. Just allow the customer to get it all out. More often than not, when you take time to listen to your customers without judgment or biases, they calm down in the end.
Listen to the complaints and even to what the customer isn’t saying. A lot of times, the problem really isn’t about your products or services, it’s just bad timing all along. The customer might be in a bad mood or having the worst days and you just happen to be in the wrong place and the wrong time.
In fact, a lot of customer complaints are resolved just by lending an ear.
Understand Your Customers
Rather than act defensive, you must always put your customer’s concerns first rather than your ego. Remember that most customers post hate comments online because they are frustrated or disappointed with their experience with your brand.
The customer might have been billed wrongly, encountered long queues on customer service, or got a defective air conditioning unit for like three times in a row, then you must understand where all the hate and frustration is coming from.
More often than not, you can pacify an irate customer who exact revenge online by being kind and understanding of the situation.
Acknowledge the Problem
Some companies feel the need to retaliate or deny accusations when attacked online. However, this is not how you want to be remembered as a brand. The smartest way to handle online customer revenge is to acknowledge the problem.’
Hear them out, acknowledge the problem, and validate by paraphrasing what they have said.
By acknowledging the complaints, you open yourself towards resolving the conflict without resorting to online bickering.
Take Accountability
Customer experience is your responsibility. You take complete control of the steering wheel. With that being said, if your customers complain about your brand, you need to acknowledge and take accountability for the issues and resolve to improve your products and services.
Speed It Up
Speedy resolutions can help quickly diffuse online customer revenge. Customers love fast response times. So, once you know what the problem is and offer resolutions, you can speed up the process.
It helps to automate your responses via email or social media so your customers know that you are working to resolve the problem immediately. Set the right expectations and over-deliver.
Make a Compromise
Don’t attempt to make excuses. Your customer complaints are always valid. Many times, customer complaints stem from a lack of information or frustration with long queues or processes. Having an updated self-service portal can keep your customers in the loop.
So, you have to be clear with your resolutions and set the right expectations.
Always discuss solutions rather than fuel arguments. Carefully map out the solution and ensure that the mishap won’t happen again.
Depending on company budget or circumstances, you may offer a financial incentive or reimbursement. You can also offer gift cards which will help amplify the customer experience.
Make the Most of Customer Revenge
While complaints can be irritating, stressful, and time-consuming, you always get some helpful insights from them.
Always appreciate and thank your customers for airing their feedback – whether good or bad. The good comments motivate you while the bad comments keep you grounded.
Make the most of customer rage or revenge online by discovering great opportunities for improvement on your business. Great customer service doesn’t happen overnight.
Take the complaints seriously and resolve to do better. A professional team of experienced customer support or service agents can transform that revenge into something positive. And we can help you build that very dream team!
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