How to handle a customer who is dissatisfied with the company’s response time or lack of follow-up?
response time or lack
Customer dissatisfaction can strike even the most well-managed companies, and it can center around a variety of reasons like response time and the lack of follow-up. It’s important to handle such grievances with tact as otherwise it may influence them to stop doing business with you.
Let’s find out how you can handle such situations.
Listen Attentively
Allow the customer to vent their frustrations and concerns without interruption. Showing genuine interest in their experiences validates their emotions. Remember, even if their complaint seems trivial to you, it is essential to acknowledge their perspective and concerns.
Apologize Sincerely
After the customer has shared their dissatisfaction, apologize sincerely, regardless of who may be at fault. If possible, explain why the response time was slow or why there was a lack of follow-up. This will help the customer to understand the situation and why it took so long for their issue to be resolved.
Avoid making excuses or blaming others; instead, take ownership of the situation and acknowledge the inconvenience caused to the customer. A sincere apology goes a long way in diffusing tension and rebuilding trust.
Offer a Resolution
Investigate the issue by reviewing the interactions with the customer, communication records, and any applicable policies or procedures. During the process, ensure that the customer is well informed about the progress.
Based on the investigation, propose a suitable resolution to the customer. Following the resolution of the issue, follow up with them to see if they are satisfied with the outcome.
Empower Your Team
To avoid future complaints related to response time and follow-up, empower your customer service team to take timely action. Provide them with the necessary tools, resources, and authority to resolve issues independently whenever possible.
Invest in their comprehensive training and encourage them to prioritize prompt responses and follow-ups, emphasizing the significance of customer satisfaction.
Wrapping Up
Responding to a dissatisfied customer’s concerns about response time and follow-up is an opportunity to showcase your company’s commitment to customer satisfaction. By listening attentively, apologizing sincerely, investigating thoroughly, and providing timely resolutions, you can turn a negative experience into a positive one.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.