Response to Angry Customers

Response To Angry Customers: - Part 3 of our three-part series on how to deal with angry customers.

Your total response to angry customers includes hearing from you a week after the issue is resolved. Your follow up will establish a stronger consumer relationship. This goes a long way toward customer retention.

Take the time to thank the customer for their patience, tell them that you appreciate their business and urge them to call you directly if any further problems arise.

By taking this one extra step, a step that will not be expected by the customer, will heighten their overall perception of you and your company. They’ll start thinking, “Wow, they really care.”

They may even begin to view their own initial behavior as somewhat overblown.

Believing that “the customer is always right”, may be stretching it to some degree. However, it’s critically important to a successful retention strategy for any business that each person in the organization is committed to “A Positive Customer Experience.”

Think about the customer experience that we’ve outlined in our three-part series. The first experience that our angry customer witnessed was you LISTENING to them.

The second experience was that of you TAKING OWNERSHIP AND COMMUNICATING REGULARLY with the customer.

And finally, your total response to angry customers that included a FOLLOW UP phone call a week after the blessed event to ensure all was well.

It’s inevitable, there will always be a customer who will never be satisfied no matter what you attempt to do for them. That’s life, and to those folks we take solace in the fact that everyone has options in how they choose to walk through life.

But for the other 99% of the customers who enter the doors of your business and regularly enjoy a positive overall customer experience – they will be all your business needs to grow and prosper.

Every business must remember that if you don’t treat the customer well, your competitor will. Make sure you adopt the total response to angry customers’ plan. Ensure the follow up is a basic expectation of your staff.

McDonald’s offers free smiles, Wal-Mart has personal greeters and Disney, well Disney employees are literally ON STAGE any time they are on Disney ground.

The great companies have great customer service because it is truly the little things that keep people coming back time and time again.

Make your place of business, a customer experience to remember!

» Customer Service Definitions for Success!
The quality of customer service provided by an organization is ultimately determined by the customer. It's their definition that really counts.

» Customer Retention Formula = S.E.R.V
A special formula that supports the notion that customer service is key to customer retention and long term business growth.

» The Ultimate Customer Service Tip
Key learning for business leaders is to manage closely to their organizations committment to an overall positivecustomer experience.

We're constantly on the lookout for highly effective customer service tools and resources that we can recommend to our readers. Share your own helpful hints and tips here.

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