It would be not less than a surprise for some businesses that their customers’ complaints can turn out to be sales opportunities. Who can take advantage of customer complaints? The online business merchants, who are deploying live website support, can make this happen by adopting the following tips.
Come in Direct with Your Customers
You can’t just resolve your customers’ complaints from behind the curtain. Customers want to establish a direct contact with you. They want you to listen to them carefully. Online chat enables you to establish a one-on-one contact with your customers. This way, you provide them an opportunity to discuss their issues.
Be All Ear to Your Customers Complaints
It does not matter your customer is justified in his complaints or not, you have to listen to him carefully during a chat session. Don’t interrupt while he is explaining. Once a customer has completely explained his issues in front of real persons; his aggression drops down to a greater extent and he will then listen to you
Apologize
Again don’t think about the authenticity of complaints and apologize for whatever issues your customers faced. This will calm down an aggressive customer to a greater extent.
Show Your Concern
Show your grievance over the issues your customers faced. Tell him the exact time duration in which you will resolve the issues. Coming up with a solution before time runs out, it would be a good surprise for your customer and it may change his opinion about you.
Immediately Resolve the Problem
Deploying website live support can help you provide on-the-spot responses to your customers. Suppose, if a question or problem is beyond your expertise, take chat to a representative who could resolve it in a better and quick way.
Last but not the least; try to provide a first time resolution to your customers. By doing so, you can change the negative perception of a customer and ultimately he will become your loyal buyer.