When things become complex at least one party needs to be rational to take better control of the situation. Therefore,you should be the one to offer a solution to an angered customer and take control of the situation. This way you wouldn’t lose the current customer or the more to come. So, take the above tips in to account and handle your customers the right way! Customers walk in to a business premise with expectations of getting great service, being able to buy exactly what they are looking for and being treated right. However sometimes, these expectations might be at a level that you are unable to keep up to or cater to. When this happens, the customer turns sour and become angry. So, as the employer you should be trying your best to manage such expectations. Here are some tips to help you.
When you put on an image at the beginning and you are unable to keep to it, it is you who would be suffering the repercussions of it at the end of the day. It the same with running your business. If you have posted completely unrealistic things on your social media pages or advertised in a way where reality is nowhere close to it, once customers physically visit your store, they are definitely going to have expectations. And it is when these expectations are unmet that the problem starts. So, if you want to make sure that your complaint management system doesn’t get overloaded and you run smoothly be open and transparent about everything and anything. Through that you would also be building the trust of the people too!
Give proper times
Generally, in business, it is best to serve the customer as soon as possible to avoid them from becoming too annoyed and frustrated with the waiting process. Of course, it is also true that you cannot serve them at the speed of lighting cause you are also only human. However, to make sure that the customers also don’t expect you to serve them at the speed of lighting, give them a proper time to wait for and meet the deadline. This way they would also understand your situation better, preventing them from becoming too angered over any delays. This applies even to replies that customers would have to wait for from your email, website or social media page. Specify how long they would have to wait for a reply and make time for yourself and your customer.
Think positive but real
With the way things are done today, we all want quick solutions and replies, and waiting has become so much of a frustration that when we have to wait, we hate! So, as an employer you should be real when setting up solutions for problems and meeting customer expectations. Even you as a customer of your supplier maintaining a supplier management software, you would be pleased if you got a positive and real reply as soon as possible. This is the same that applies to your customers too. If you are able to determine beforehand what could happen, then word things in a way where you are asking for time to provide only the best service. However, if you feel you would still be unable to set things right on time, then do give a prior explanation so that if there is any delay the customer wouldn’t mind. So take the above in to account and manage your customer expectations right!