Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

How to win back those upset customers - Livesalesman - ContactCenterWorld.com Blog

How to win back those upset customers

No matter how wonderful your products or services, some of your customers are likely to face problems. That’s just an unavoidable truth of every business but you can surely find great ways to not lose customers. All you need is a little extra effort from your customer service department to win them back in absolutely no time.

Why Winning Customers Back Matters?

Let us just accept the fact you just cannot please everyone, no matter how much and hard you try! It is okay not to be the right business for some consumers. However, this does not mean that you can take customers and their grievances for granted. After all, customer satisfaction and customer retention are the two biggest guiding principles for success in any industry. You must always remember that you cannot attain sustainable growth if your organization commits the grave mistake of losing customers every now and then, irrespective of how many conversions, leads, sales, and profits you make.

The following tips will help you win back unhappy customers:

Exercise Empathy

A big majority of support teams commit the mistake of jumping to solutions and conclusions as quickly as possible. However, it is not the most effective way of dealing with angry customers though this may be the quickest way. This is simply because rushing through the grievances of customers could mean customer support teams may not be able to provide the kind of empathy that is expected by the customers. It is for these and many reasons that more and more organizations are now realizing the significance of professional call centre outsourcing services that you can easily avail from reputed providers of customer service outsourcing solutions. However, it is important for you to choose only a successful provider of customer support outsourcing solutions so that you can always be assured of the complete peace of mind. By choosing these customer service outsourcing solutions, your business can win back upset customers in absolutely no time.

The biggest advantage of these professional call centre outsourcing services is that experienced professionals with a bent for proactive listening and trying to fully understand the point of view of the customers before they come up with a reasonable solution. In other words, the solutions offered by professional providers of customer service outsourcing solutions emphasize on helping meet the needs and expectations of customers and making them a priority instead of just offering the right answer.

Don’t think twice before apologizing for your mistakes

If a mistake has been committed by any member of your business’s customer support department or the business, you should simply accept it instead of being unnecessarily defensive and argumentative. You should not engage in passing the buck to other team members or departments. Remember, the customer is dealing with your business and the collective responsibility of your teams of customer support outsourcing solutions is all yours.

Be Proactive

You must follow a proactive approach after a customer has registered a complaint or issue with your customer support teams. There is always a possibility that the issue of a customer may not be fully resolved during or after an interaction. Instead of waiting for them to reach out again, you should be proactive to call them and inquire if the problem has been completely resolved.

Customers Are People

During each and every interaction with customers, you have to remember that your customers are human beings and real people. This may sound obvious but does your customer service outsourcing team really see a complaint or negative review as a problem to be resolved instead of a real person to be helped?

The right mindset of your call centre outsourcing teams will help your business offer the most amazing buying experiences to your customers. There may be occasions when customers are overstating facts or not able to understand the solution you are offering or simply too rigid to even listen to you but this may be because they are having a bad day. A polite interaction to first calm them down can easily do the trick for you.

Understand your customer and their problems

It is important for your customer support teams or the customer support outsourcing solution providers acting on your behalf to understand the real problem, requirements, and expectations of the customers. For this, you just have to pay attention to the pitch and tone of the language or voice of the customers if they are upset with something. By listening or reading carefully, you can get the subtle hints of what they exactly want and how you can handle their grievances in the best possible ways. It is equally important that your offered solutions should be easy as well as convenient for the customers. You just cannot expect them to jump through hoops.

Take Care of the Issue immediately

For customers, you should be acting as soon as you can if you are really serious about helping them solve their problems. And, you should be doing it as that will assure your customers that they are your main priority. Remember, allowing problems to drag on and on can only make the matters worse for your business. Not only this, you should ensure that the same problem is not repeated because of some glitch at your end.

By following these easy tips, you can surely win back an upset customer.

At LiveSalesman, we have over 18 years of experience in offering customer support outsourcing solutions for customer support and customer retention. Talk to us today to see how we can help you get to bring back those lost customers and prevent the business loss.

 

Source: https://livesalesman.com/how-to-win-back-those-upset-customers/

Publish Date: April 29, 2019 5:00 AM


2020 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 



View more from Livesalesman

Recent Blog Posts:
Covid-19: How to adapt your Customer Service in these strange timesMay 5, 2020 5:00 AM
Decoding Customer Service: Valuable lessons I have learnt first handApril 24, 2020 5:00 AM
Why Do Customers Make their Terrible Customer Service Experiences Public?April 8, 2020 5:00 AM
7 Unforeseen Customer Instances and Ways To Handle ThoseApril 1, 2020 5:00 AM
How to Overcome Common Roadblocks to Provide Efficient Multilingual Customer SupportMarch 27, 2020 5:00 AM
Coronavirus: How to make sure you don’t lose your customers in this crisisMarch 23, 2020 5:00 AM
How to foster creativity in your customer serviceMarch 16, 2020 5:00 AM
The mountain of support QA and ways to scale its peakMarch 12, 2020 5:00 AM
7 Things great call center managers do every dayMarch 9, 2020 5:00 AM
How eCommerce businesses should deal with post holiday returnsMarch 4, 2020 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10118 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =