One good thing about customer's that have had an experience with your company that they're not happy with is that most will be very specific in what they think is wrong with your company.
Because of this you need to be empowered to take care of and respond to those things that the customer brings up. Here are a few things that should and should not be done:
Things to do
Be in control of yourself as you communicate
Respond to the complaints addressing each point without trying to dodge the issues
Ask for others in your company to add input if you feel they have something to give that you don't
Sometimes the complainer will suggest totally unreasonable things to take care of the problem, because you're in a public forum, this gives you an opportunity to offer reasonable and more realistic options.
Many times the complainers are attempting to bait you into looking bad publicly. Make sure that everything that you offer is contructive and relative to the specific situation addressed and don't let the person push you buttons and make it worse.
Things not to do
Don't post in that politician-speak where you use the circumstance to do some PR work rather than talk about things with substance
If you don't have the information you need at the time, don't post things that you can't back up. Simply communicate that you don't have an answer but will get one as soon as you can.
Forget about trying to push the person's opinions down or ignore them, it doesn't work
Leave a way for the detractor to get out. Don't push them into a corner and try to win a debate. You want to show that you're willing to work with reasonable solutions.
Remember that in a conversation, people want to feel like they're talking to a human being, not a prepared marketing statement. Use your human voice and you will go a long way to satisfying disgruntled customers.
Sponsored link: The outsourcing every manager requires - Tampa Locksmith
Comment Preview