How to identify unhappy customers and improve relationships

[shukla7789]

A good relationship between the customer and the company is essential for the development of any business. You may have experienced a bad situation at a store and, even though the products were of excellent quality, you didn't take anything or even return to the place because of the poor service. For the company, having dissatisfied customers is like shooting yourself in the foot.

Good customer service is so important that there are studies confirming that consumers are giving more preference to a good experience in stores than to a low price. The companies themselves are the ones who lose the most from this bad relationship. A study published in 2016 showed that several organizations around the world lost US$217 billion due to poor customer service.

Therefore, it is quite clear that maintaining an excellent relationship is essential for the growth of your company. If, in your case, this problem already exists, then it is necessary to reverse the situation as quickly as possible. The first step to this is to identify what your customers’ biggest complaints are. See below the best way to do this!

How do you find out if customers are unhappy?
Many customers, when they receive poor service , may simply botim database from your company. However, many give signs that something is not right. Learn how to identify them!

No response
You call a customer and they don’t answer, or worse yet, they send your number to their voicemail. Your company sends emails that are trashed without any response and may even end up in their spam folder. It’s clear that there’s a problem going on, and it’s your job to figure out what it is.

This is a real problem for the company. Customers who don't complain are worse than those who do. At least they are giving you a chance to solve the problem. So be careful when some of them don't get back to you.

Comparison with competitors
It can be quite annoying for the company's staff to see their customers comparing their services to those of other companies. This could be a sign that a particular customer is migrating to the competition.

To avoid this type of situation, it is always a good idea to contact the customer and speak to them directly. Identify their dissatisfaction and offer a solution.

Lack of trust
Losing a customer’s trust is something you should avoid at all costs. As they say, it takes years to earn that trust, but it can be lost in minutes. This type of situation can happen if your company starts to deliver less than it promises on a regular basis.

One way to get around the problem is to give them something of immediate value: a good discount on their purchase, a gift that will be delivered to their home, among other things that may please them without having a lot of cost.

Even a handwritten letter from the company accompanying a souvenir can make all the difference. Try to find out why the customer is unhappy and buy time to remedy the problem.

How to win back dissatisfied customers?
This is probably the hardest part of a company’s job: bringing back a customer or trying to keep them even when things aren’t going so well. The good news is that there are several tactics and strategies that can help you with this mission.