Discover 6 powerful steps to recover dissatisfied customers
Posted: Thu Jan 23, 2025 4:16 am
It is not uncommon for managers to vehemently claim that they have lost some customers mainly due to the prices charged. But this is not always the truth. There are several reasons why customers are driven away from an organization — but it is difficult for business owners and even employees to admit the real reason.
Regardless of the factor that caused the stress or misunderstanding and led the customer to the competition, believe me: all is not lost. In fact, with some practices it is possible to reverse the situation, eliminating the bad impression. The result? Being able to negotiate with the customer again, which in itself is already a great advantage, don't you agree?
To help you with this mission, we have created special content that shows you step by step how to recover dissatisfied customers. Check it out!
1. Identify the reason for dissatisfaction
How can you resolve a situation if you don't even know the reason behind it? In this context, understand the importance of understanding the root of the customer's dissatisfaction. In other words, find out why the customer did not return to do business with the company's call center.
Negligence on the part of the customer service staff, failure ecuador whatsapp data to comply with an agreement, lack of education, poor service: there are several possibilities. Only after discovering the reason why the customer left the organization will it be possible to resolve the issue and get the customer back. This simple action will also improve the customer experience .
2. Put empathy into practice
Knowing how to put yourself in someone else's shoes is essential for both your personal and professional life, especially for those who work in the business world and deal directly with the public. By practicing empathy, it will be easier to understand the customer's desires and pains, understanding that a small mistake by the company could have caused a real headache for them.
It is essential to be understanding and listen carefully to what the customer has to say — even if you feel like hanging up the phone. In this context, it is also important to try to understand their point of view. After all, if they are unhappy with the establishment, there must be a reason, right? From then on, it is up to your customer service team to come up with a practical and effective solution that really solves the problem. Instead of looking for justifications and correct answers, the ideal is to focus on their problem, making it a priority.
3. Adapt the approach
Each client is unique and those who think differently are mistaken. This means that, even though the problems may be similar, the way each client reacts to a scenario is quite different. Therefore, it is essential to adapt the approach to each profile.
The team responsible for direct customer service must, in some situations, give up predefined and rehearsed responses. For example, seeking a personalized approach, starting by calling the customer by name, may seem like an insignificant action, but believe me, it makes all the difference to the customer.
And it doesn't stop there. Using language that is compatible with the consumer's style is also a great way to go. If the consumer is a more serious person, it is better to use a formal dialogue. However, if the customer is more relaxed, it is worth adopting a more conversational tone. The important thing here is to make the customer feel welcomed and, above all, understood. This will undoubtedly help to keep customers satisfied .
4. Acknowledge mistakes
Sometimes the customer just wants to hear a sincere: “I’m sorry, I was wrong.” It’s that simple. They just want the company to acknowledge that it failed. So, instead of wasting time looking for someone to blame for the customer’s dissatisfaction, the best thing to do here is to turn the situation around by showing that the institution admits its failure and will do everything possible to ensure that the incident does not happen again.
In this sense, it is important to view mistakes — from the simplest to the most complex — as a source of learning. Remember that they can help your team overcome obstacles, making them better professionals. After all, it is natural to make mistakes; what you cannot do is persist in making the same mistakes.
5. Be honest
Don't fall into the trap of trying to fool the customer. Presenting a false justification for the various problems may seem like the easiest solution at first, but it is far from the recommended solution. If the customer knows that the agent is lying, there is a high chance that he or she will lose trust and never do business with your call center company again .
Furthermore, working with the truth is always the best way. This shows that the company, despite its flaws, is honest. In this sense, it is important to offer a direct and clear explanation. These are extra minutes that will ultimately avoid unnecessary inconvenience.
But be careful. To be honest, you don't need to go into every detail of what happened, turning something small into an even bigger problem. The ideal is to be succinct, without neglecting clarity.
6. Pay attention to feedback
If only customer service representatives would listen to positive and constructive criticism, right? In fact, each customer has their own way of approaching a subject and giving their opinion, whether it's about the quality of the service or the delivery time. However, even if the comments aren't so friendly, it's essential to take them into consideration.
No one is better than the customers themselves to inform you about the aspects of the organization that need to be reviewed and even improved. Therefore, feedback from the call center should not be ignored. On the contrary, frequently check what is being said on social media and other communication channels of the company, considering opinions as a shortcut to strengthening and improving the brand as a whole. In this sense, use all the benefits of multichannel to your advantage.
Regardless of the factor that caused the stress or misunderstanding and led the customer to the competition, believe me: all is not lost. In fact, with some practices it is possible to reverse the situation, eliminating the bad impression. The result? Being able to negotiate with the customer again, which in itself is already a great advantage, don't you agree?
To help you with this mission, we have created special content that shows you step by step how to recover dissatisfied customers. Check it out!
1. Identify the reason for dissatisfaction
How can you resolve a situation if you don't even know the reason behind it? In this context, understand the importance of understanding the root of the customer's dissatisfaction. In other words, find out why the customer did not return to do business with the company's call center.
Negligence on the part of the customer service staff, failure ecuador whatsapp data to comply with an agreement, lack of education, poor service: there are several possibilities. Only after discovering the reason why the customer left the organization will it be possible to resolve the issue and get the customer back. This simple action will also improve the customer experience .
2. Put empathy into practice
Knowing how to put yourself in someone else's shoes is essential for both your personal and professional life, especially for those who work in the business world and deal directly with the public. By practicing empathy, it will be easier to understand the customer's desires and pains, understanding that a small mistake by the company could have caused a real headache for them.
It is essential to be understanding and listen carefully to what the customer has to say — even if you feel like hanging up the phone. In this context, it is also important to try to understand their point of view. After all, if they are unhappy with the establishment, there must be a reason, right? From then on, it is up to your customer service team to come up with a practical and effective solution that really solves the problem. Instead of looking for justifications and correct answers, the ideal is to focus on their problem, making it a priority.
3. Adapt the approach
Each client is unique and those who think differently are mistaken. This means that, even though the problems may be similar, the way each client reacts to a scenario is quite different. Therefore, it is essential to adapt the approach to each profile.
The team responsible for direct customer service must, in some situations, give up predefined and rehearsed responses. For example, seeking a personalized approach, starting by calling the customer by name, may seem like an insignificant action, but believe me, it makes all the difference to the customer.
And it doesn't stop there. Using language that is compatible with the consumer's style is also a great way to go. If the consumer is a more serious person, it is better to use a formal dialogue. However, if the customer is more relaxed, it is worth adopting a more conversational tone. The important thing here is to make the customer feel welcomed and, above all, understood. This will undoubtedly help to keep customers satisfied .
4. Acknowledge mistakes
Sometimes the customer just wants to hear a sincere: “I’m sorry, I was wrong.” It’s that simple. They just want the company to acknowledge that it failed. So, instead of wasting time looking for someone to blame for the customer’s dissatisfaction, the best thing to do here is to turn the situation around by showing that the institution admits its failure and will do everything possible to ensure that the incident does not happen again.
In this sense, it is important to view mistakes — from the simplest to the most complex — as a source of learning. Remember that they can help your team overcome obstacles, making them better professionals. After all, it is natural to make mistakes; what you cannot do is persist in making the same mistakes.
5. Be honest
Don't fall into the trap of trying to fool the customer. Presenting a false justification for the various problems may seem like the easiest solution at first, but it is far from the recommended solution. If the customer knows that the agent is lying, there is a high chance that he or she will lose trust and never do business with your call center company again .
Furthermore, working with the truth is always the best way. This shows that the company, despite its flaws, is honest. In this sense, it is important to offer a direct and clear explanation. These are extra minutes that will ultimately avoid unnecessary inconvenience.
But be careful. To be honest, you don't need to go into every detail of what happened, turning something small into an even bigger problem. The ideal is to be succinct, without neglecting clarity.
6. Pay attention to feedback
If only customer service representatives would listen to positive and constructive criticism, right? In fact, each customer has their own way of approaching a subject and giving their opinion, whether it's about the quality of the service or the delivery time. However, even if the comments aren't so friendly, it's essential to take them into consideration.
No one is better than the customers themselves to inform you about the aspects of the organization that need to be reviewed and even improved. Therefore, feedback from the call center should not be ignored. On the contrary, frequently check what is being said on social media and other communication channels of the company, considering opinions as a shortcut to strengthening and improving the brand as a whole. In this sense, use all the benefits of multichannel to your advantage.