Your customer’s complaints used to be between you and the customer…and anyone they could tell in person. Now social media has enabled them to let the entire world know when they’re not happy with you. Here are a few quick tips on how to defend your honor during the crisis of a customer complaint.
Rule #1 Always Respond
Ignoring a customer, especially an angry one, is the number one way to fuel the fire. Without the internet one angry customer couldn’t make much of a dent on your bottom line, now they can tear down any positive results you may have achieved from your marketing efforts for the last year.
Rule #2 Acknowledge The Issue
Whether you’re right or wrong, you need to address this issue. If you made a mistake, admit it. If you’re doing something that people don’t agree with, explain why you’re doing it. Surveys show that customers admire company executives able to accept fault and willing to take steps to eliminate future situations.
Rule #3 Apologize
When you make a mistake you need to issue an official and mature apology. Don’t use it as a way to carry on the argument, use it as a way to let your customers know that you sincerely care. At its very essence your apology should promise that you will fix the problem and that it will never happen again.
If you found this information useful you might also appreciate my older post on Things Your Customers Don’t Want To Hear.