Sunday, September 13, 2015
Customer dissatisfaction: how do you get back in touch?
Thanks to the multitude of sources available on the Internet, Internet users have plenty of time to complain about an unsatisfactory experience, and they sometimes have a field day! This feedback concerns all types of experience, all types of dissatisfaction (from a non-compliant product to a pending recall request...)... What do you do with these comments perceived as harmful to your image? NOTHING? For the time being? You'll benefit from talking to these customers.
Re-engage with your customer
Customer complaints and dissatisfaction, regardless of the channel through which they are expressed (letter, e-mail, survey responses, social networks, specialized review sites, etc.) are all messages addressed to your company. Don't be afraid of these comments, and treat them with the utmost care. An angry customer is offering you a second chance. A little compassion and consideration on the part of your teams, and this customer will most certainly become a loyal ambassador.
The customer is reaching out to you to make up for the unhappy experience they've just had. Take this hand as an opportunity to create a new relationship with him, based on trust & exchange.
Improving customer satisfaction
From simple rudeness to the risk of attrition, failure to deal with customer dissatisfaction undeniably has a negative effect on your reputation. Proactivity enables you to anticipate future complaints, thereby reducing their volume, and most certainly retaining your customer.
As part of a satisfaction survey, you ask your customers to express their feelings. It is therefore necessary to define the entire process for managing customer recalls to show that their opinions are taken into account:
- Does my organization prefer centralized processing by the customer service department or decentralized processing by operational staff?
- What rating criteria do you use to define customer dissatisfaction?
- What response channels do you use to communicate with your customers?
Dealing with dissatisfaction requires the mobilization of employees on a daily basis. This can be an obstacle to implementing such a project internally. As a general rule, however, your customers are surprised by your reminders and are simply happy to receive feedback.
By assisting our customers in their day-to-day management of customer reminders, we have been able to draw a number of conclusions:
- By re-interviewing customers after the call, the recommendation score increases significantly: for example, in the case of a misunderstanding with the customer, the initial score of 3 can be revised to 9 after the call.
- Focusing on the return/repurchase of these customers, we observe that dissatisfied customers are less inclined to return to the store.
- A study on the average basket also shows that the processing channel can have a positive effect on the level of the average basket during a revisit.
Our customers' experience : BforBank
Find the presentation of our workshop "The benefits of dealing with dissatisfied customers in real time" held in June 2015 with feedback from our guest :
Diane Priso - Customer Relationship Manager - BforBank
This document is no longer available, but you can contact us to discuss our industry experience.
