Photo by Alex Koch
A single, bad customer experience is enough to make your customers forget all the positive experiences they’ve had in the past while interacting with your company. Nevertheless, a negative customer experience is bound to occur in every business. It is the company’s indifference and failure to make things right that turns off the customers.
However, you can improve customer satisfaction using interactive decision trees. With the tool, you can create self-service guides, surveys, and quizzes. It helps to deliver the right information to customers.
How to manage negative customer experience
Your company still has an opportunity to retain customers by creating a positive customer experience after a negative one. Here’s how to go about it.
- Empathy and willingness to help the customer is the key to restoring their faith in your company.
- The front office or helpdesk staff must have the authority to resolve customer issues.
- Don’t push the customer from one department to another. Keep the troubleshooting process short and snappy to deliver a better customer experience.
- Analyze the norms pertaining to returns, exchanges, refunds, etc. Eradicate the norms that aren’t in the interest of the customers. Bring in customer-focal policies to enhance customer experience.
- Have a robust social CRM strategy. Customers often share their negative experiences on social media. Social CRM is a creative customer support platform through which you can address customer issues.
- Always treat your customer with respect and graciousness.