Service recovery is effort to recover the goodwill of the customer after a service failed or a perception was not met. It’s a critical process to rebuild the perception and gain trust of the customer. A complaining customer should be viewed as an opportunity and chance save the customer.
Did you know that over 96% of dissatisfied customers do not complain and just stop purchasing? However, 54-70% of those customers will buy again if their complaint is resolved and 95% will purchase again if the issues is resolved swiftly. The cost of gaining a new customer easily outweighs the cost of retaining existing customers. Focusing on existing customers and allowing them to simply complain is key to saving the customer.
Make it easy to complain!
• Offer live chat options on your website
• Provide website comment sections
• Easy access support by phone or email
Complaining customers to most people it the worst thing to deal with. However it is an opportunity to strengthen relationships between the customers. Service recovery is not only resolving an issue to ensure it doesn’t reoccur. Feedback from these customers can help improve services.
Here are steps to regain your customers:
• Identify the customers need
• Be empathetic
• Apologize and allow the customer to vent
• Offer solutions
• Take action to satisfy the customer
• Follow up!
Service recovery can rebuild the trust and perceptions of your business and services. Remember complaining is an opportunity to improve!
No comments:
Post a Comment