4 Tools for Winning Over Angry Clients
It’s 6pm on a Friday and you’re headed home for the weekend, until you get the email. An angry client has posted a complaint on Twitter, which has been shared to Facebook. Word is getting around, and you’re getting notifications from coworkers and clients alike looking for an explanation.
It’s a brave new world in today’s media saturated market. If your organization isn’t set up with the right customer service philosophies in mind, you’ll be staring down the barrel of a fully loaded social media maelstrom.
You can’t stop every angry client from taking out their complaints to social media, but you can reduce the number and tone of those complaints by creating a service-based company culture where employees never pass the buck.
Best Practices to Put Clients First
Everyone on your staff should be engaged and dedicated to the cause of superior customer service. Say an upset client happens to dial your in-house writer or your chief accountant at random. They might not have the exact answers the client is looking for, and they don’t have to. What they do need is the right support and training in-house to feel comfortable fielding the call anyway.
Here are some best practices to keep your client complaints from boiling over:
- Script It. Don’t leave employees hanging. Give them a simple script they can keep nearby, with pertinent contact information, i.e. account managers, customer service contacts and human resources.
- Share the Power. Make sure that your employees understand that they share in the responsibility for, and the success of, the company. When they feel connected to the work they do, they’re more likely to pitch in and help out in others areas as well.
- Reach Out. Make internal communication easy by setting up a messaging system or forum. Give employees the space and tools to share questions (and answers) to help unhappy clients get answers faster.
- Follow Up. Once the client’s questions have been answered, make sure the original person who fielded the call follows up. Not only will the client be more satisfied, this is also a great way for your measure your progress as a team.
Winning over your clients takes a concentrated focus on putting their needs above anything else. When you give your employees the support and resources they need to make that happen, you’ll see benefits in the form of client loyalty and, longer term, a boosted bottom line.