Why customer feel unsatisfied

He or she is likely to be very appreciative when a higher-up or even the owner of a company takes the time to pick up the phone and call. To resolve problems, have your company's CEO reach out directly to the customer. If the customer sees that the issue has been escalated to the top executive without having to ask for it, it will deliver the message that his or her satisfaction is a top priority. Moore , RJMetrics. When a customer is unhappy, there may be a very good reason for it.

It's important to take advantage of this situation. Ask the customer about the origin of his or her discontent. Then it is up to you to evaluate and improve the situation.

Make sure to ask the customer about his or her expectations, too, to avoid any communication issues. I'm not going to say that the customer is always right, but I feel like I need to always make it right. If we have to go above and beyond to reconcile a difference or repair hurt feelings, we'll do it. I suggest asking a lot of questions. Ask why he or she is unhappy. What happened that made him or her feel that way, and what does he or she want you do to about it?

Often the customer just wants to be heard. One way I deal with an unhappy customer is by asking, "What exactly is happening or not happening for you? I remain as quiet as possible, then use phrases such as, "I can tell you are very upset and will do my best to resolve the problem" whenever the customer demands a response. When a customer has a problem, one thing that can be really irritating is going through contact forms and automated email and not being able to talk to a real person.

As much as possible, give customers personalized attention so that they feel heard and have a positive experience in resolving their issue.

Acknowledge their unhappiness honestly, and make it clear that you're working towards a clear and expedient solution. The only time things get contentious is when you're unable to acknowledge the mistake that was made. A clear validation of the customer's concern and a corrective plan usually to fix the issue. Remember, this is work, not your personal life. They had a certain expectation when they purchased a product and they experienced a problem.

If you take it personally, you risk getting angry with the customer and this is when the situation becomes worse. Taking it personally also brings your own spirits down, and that can negatively affect your overall quality of work and mental well-being. When it comes to handling an angry customer, support teams must be skilful in the language they use.

Negative language will only add fuel to the fire, whereas positive language is an ingredient to help tame a heated situation. Avoid using language that implies the customer is wrong or makes them feel isolated.

Instead, using positive language will help instil confidence with the customer and begin to turn a negative situation into a positive one.

Your primary goal when handling an angry customer is to resolve their issue. Are there workarounds? Is there something you or the customer can do themselves immediately to satisfy their needs?

If so, let them know. Set expectations with them so they know when their issue will be resolved. If needed, escalate the issue to a senior member of the support team or your manager. Collaboration is often the fastest way of resolving the issue. You may have more experienced or technically adept members of the customer service team and so their help is often invaluable to solving an issue.

So if you have agents with language skills, you can ensure tickets from the relevant international marketplaces are assigned to them. Angry customers can teach us a lot. More often than not, the root cause of an angry customer points to some operational changes support agents can make to improve the customer experience.

Customer complaints also help identify specific departments that are typically falling short, as well as staff members who may need additional training, closer supervision, or possible termination. Customer complaints are really a reality check for your business. They can help identify operational deficiencies — highlighting flaws in your internal processes and pinpointing what areas of your external operations are not working well for customers. You can create a more efficient operation by knowing which procedures and policies are effective and efficient, and which ones can be reworked or simply discarded altogether.

This makes strategic planning for growth and development much easier. Complaints give your business more opportunities to speak with customers. Knowing and understanding your customers is a key point every successful business focuses on. When you know more about your customers; who they are, what their interests are, and what they think about your company, you can build more effective sales and marketing strategies.

Customer complaints can also indicate if any information your company is providing through your website, marketing materials, sales reps, or other communication channels is misleading, out of date, or simply lacking clarity. The average American will tell 15 people about a poor customer experience.