Guest Post By Jennifer Kielmeyer, Safelite AutoGlass, Web and Emerging Technologies Strategic Marketing Manager
It’s important to understand that online customer complaints can occur with any company, despite a focus on customer delight and customer service.
When these things happen, be glad they’ve come to you or made you aware of it in some form. This allows you the opportunity to try to rectify the situation and turn their experience around.
Put yourself in the customer’s position. Would this situation upset you if you were in it? More than likely. Understand that, be empathetic and be personable in your responses. People don’t want to hear a canned response.
Don’t avoid or delete. How would you respond if a company deleted a comment or ignored you? You’d get even more vocal and frustrated. That is a lose/lose situation for everyone.
Evaluate whether this issue is a common operational issue that other customers face. If so, that’s an opportunity to enhance your business practices and make them more customer-centric. The key is to treat everyone as an individual, but also determine if there are consistencies in multiple customers’ feedback.
Take this as an opportunity to showcase your commitment to customer service. If you can turn this situation around for them, and are able to do so in a public manner, like on a Facebook page or a blog post, then future customers will also see that commitment. A well-handled situation can result increased loyalty and customer satisfaction over time.