As positive as happy consumers can be to a business operation, displeased consumers can bring about a disproportionate amount of damage.
When these individuals feel they have been provided with a sub-par product or service and have not seen the problem solved to their liking, they are likely to flock to the online message boards and spread propaganda about your company, potentially damaging an enterprise's reputation and dissuading potential customers from patronizing the business.
In order to avoid problems such as this, serial entrepreneur and consumer advocate Ron Burley recently published an article for Inc.com suggesting a few smart ways to appease an angry customer.
For example, while some experts suggest it is never wise for a business to admit fault by saying "I'm sorry," Burley states it is necessary.
"An apology defuses the situation and can allow for a conversation in which you get an opportunity to diagnose what went wrong, with the possibility of preventing similar future problems," writes Burley.
Another viable tactic to appease a dissatisfied customer is stating that "we'll solve this problem together," determining what the customer believes a fair solution is, gauging satisfaction with the solution and thanking the customer for their patience.
While officials might think a full-time secretary is the best way to deploy these tips, hiring a certified third-party answering service with an adaptable service staff is a far more cost-effective solution.
Because these professionals do not require an annual salary and benefits and would instead be compensated only when fielding customer complaints, an answering service is arguably the best way to diffuse an angry customer with strategic tactics laid out by their clients.
Consequently, a business will be able to show they are passionate about customer satisfaction without overburdening its operating budget.