Writing Assignment for Unit Three
Undergraduate courses: 750 words per question.
- Begin each writing assignment by identifying the question number you are answering followed by the actual question itself (in bold type).
- Use a standard essay format for responses to all questions (i.e., an introduction, middle
paragraphs and conclusion). Use APA format for citations.
Please answer the following: Use the PDF files attached as 1 of the sources the reference is below:
- Examine and describe any five strategies to effectively handle dissatisfied customers. Provide a possible scenario for each.
Use the PDF files attached as 1 of the sources the reference is below:
References
Lucas, R. W. (2019). Customer Service: Skills for Success (7th ed., pp. 256-281). New York, NY: McGraw-Hill Education.
Five Strategies to Effectively Handle Dissatisfied Customers
As an entrepreneur, one must meet diverse customers. Although a business owner must understand that a customer is always right, some can become rude due to various reasons. While some of the reasons are justifiable, others are not; hence, one must be intelligent when dealing with dissatisfied customers because they can affect the business reputation, leading to loss of potential clients. While some techniques can help control the dissatisfied customers, it is essential to adopt the right strategies, which will focus on solving the underlying issues that bring dissatisfaction. Handling dissatisfied customers can be made easier by emulating the following strategies.
- Remain Calm and be in Control
The first strategy is to remain calm and in control. When a customer complains about the products or services rendered, the first thing to do as a service provider is to stay quiet (Ratcliffe, 2015). If the customer is yelling, apologize and calm them down instead of responding or explaining the situation because such an approach might make them angrier. Let the customer describe what they want, and politely offer to help them get it. Ensure that you adhere to the customer’s instructions. Incase what they wish to have cannot be availed immediately, promise to give them a call and inform them once it becomes available.
- Listening
The second strategy you can use to deal with a dissatisfied customer is listening. Always be patient enough to listen to the customer (Lucas, 2019). Understand what they want and how they want it. The customer always wants value for their money, and they are right to complain if the services are not up to their satisfaction. If one does not listen to what the customer wants, the customer will disregard the seller and his services or goods. When listening, one can even take note of the customer’s details so that you can refer to what they want. This will excite the customer, and they will be willing to seek more services or products.
- Build a Rapport through empathy
The third strategy is building a rapport through empathy. Once a customer is angry and dissatisfied, they will blame the seller for not serving them well. Understand them, and ensure that an apology is offered to the customer. Identify the customer’s issue, which will help calm them down (Kang et al., 2007). Let the customer know that their pain and disappointment can be felt. Offer a solution and ask for their inputs. If the services or products they want are not available, the entrepreneur can give a date that the customer should come and collect them at the shop. Besides, one can ask for the customer’s details so that it becomes easy to reach them on the phone. If the seller promises to call the customer back, they must ensure that the call is made. Such will make the customer feel wanted and appreciated; hence they will always seek the services or buy them. Therefore, building a rapport helps the seller and the customer connect; thus, it is easy to solve any issues and misunderstandings.
- Follow-up
The fourth strategy is conducting a follow-up. The seller or the business owner should contact the customer as a follow-up activity. This will show the customer that the entrepreneur is concerned and ready to have better services next time. This will also create a better review for your business, as the customer will even refer others. Keep the relationship with the customer, so they will be willing to come back again and again. Doing a follow up will also help entrepreneurs to understand the feelings of the customer.
- Involve the Manager
The final strategy, which is very important, is to involve the manager. If the situation escalates, then it becomes hard to control the customer. Following this, the manager becomes the intermediary between the seller and the customer(Ratcliffe, 2015). By the time the manager is getting involved, the customer is extremely dissatisfied. The customer wants superiors to handle their case; however, the issue can be solved without the manager. Therefore, involving the manager should be the last step after everything else has failed to help the customer calm down.
Dealing with customers requires wisdom, patience, and care. Customers have different traits. Other things might stress some, but they end up releasing the anger and emotions on the entrepreneur. As a result, some customers exaggerate issues. However, this does not make it right to treat the customer wrong. Instead, the customer should feel pampered and appreciated for seeking your services and products in the future.
References
Kang, B., Cho, C., & Baek, J. (2007). The Effects of Service Quality on Customer Satisfaction in Case of Dissatisfied Customers. Asian Journal on Quality, 8(1), 27-39. https://doi.org/10.1108/15982688200700003
Lucas, R. W. (2019). Customer Service: Skills for Success (7th ed., pp. 256-281). New York, NY: McGraw-Hill Education.
Ratcliffe, J. (2015). Defending your Clinic’s Brand: How to Deal with Customers Who are Dissatisfied. Journal of Aesthetic Nursing, 4(3), 150 151. https://doi.org/10.12968/joan.2015.4.3.150
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