Disappointed Customers? How to Win Them Back [Part 2]
Tuesday, December 11th, 2007In Part 1 of this discussion, we discussed three excellent ways to sooth the angry customer and hopefully retain their loyalty. Handled properly, this is entirely possible. Now let’s continue on with several more ways:
1) Empower your Employees.
Often employees do not know what they are allowed to do to help the customer. They may feel obligated to pass the complaint on to their supervisor. But what if the supervisor is not available? This leaves the employee with no recourse to assist when the customer is most angry or unhappy. It means that customer may walk away from your store, perhaps forever, and worse yet might tell everyone they know about their experience. When planning your customer satisfaction policies, leave some wiggle room for frontline employees to soothe ruffled feathers before having to call in the higher-ups.
