Few things affect a business's reputation as much as the way it handles the market in responding to dissatisfied customers.

Customer service has always been, and increasingly is, being the main source of developing and maintaining the public's loyalty to the company. After all, winning over or winning back customers ends up being much more work than keeping them satisfied.

It is useless, for example, to keep your accounts up to date, make good posts on social media or issue an electronic invoice correctly if your consumers are not satisfied.

So, check out 7 tips that will help you turn dissatisfied customers into a valuable resource for your business:

1. Define your company's personas

This topic is number one because it should be taken seriously! Proper communication goes far beyond the words used or the topic of conversation itself.

Before sending any emails or making a phone call, you should know very well who you are talking to.

A younger profile will require a lot more attention from your company to chats or comments on Instagram, for example. On the other hand, if your product caters to a higher age group, taking care of calls and emails can be a differentiator.

You need to understand who your listener or reader is before designing any communication strategy.

An example of this is the way in which this conversation is maintained with those who are dissatisfied. Do you know the best way to initiate or arrange a resolution with your client?

Chatting on the wrong channel means starting off on the wrong foot — and you should avoid that at all costs.

It's time to think about it!

2. Take care of your social networks

It sounds cliché (and it is) to say that catchphrase “in a world where we are more and more connected” blablabla... but actually, this is very important. Sometimes teams forget that social media plays a huge role in how your company presents itself to the public today.

The importance of the user-company relationship being healthy in its profile becomes even more relevant within this fast and dynamic universe, where the context leads anyone to produce and disseminate an opinion about your brand.

Therein lies the problem! If you're not careful, your flaw is exposed!

In addition to demonstrating that your company is active, engagement in the digital world ensures that this dissatisfied person feels heard and cared for.

From the moment you establish a repair and responsibility communication with the customer, he begins to identify that your product has the best added value on the market: The confidence that there is attention to what is offered.

Therefore, the concern with the experience must be constant and considered when dealing with a problem.

Every dissatisfied contact has the potential to become your company's best advertisement. After all, we are always more likely to purchase a product that a person we know has used and approved.

In other words, a customer who identifies in you trust and concern for their well-being becomes a fundamental source of reference for your business.

3. Restate the problem and make him feel heard

Before responding to an angry customer, make sure you understand what happened and show them. Use his words to repeat the problem. This attitude shows that you really took the time to read and analyze the situation.

Acknowledge customer frustration. This is a concise and quick way to reiterate what you perceive as the problem. As simple as this may seem, the consumer feels heard by your company and realizes that they are not alone.

Remember to confirm that the consumer has provided all the information necessary to initiate the investigation and resolution of the case. If you do not understand the request, ask for further clarification and be specific about your understanding.

Often a dissatisfied customer really cares more about just feeling understood. If you immediately jump to a resolution, he may get the false impression that you haven't taken the time to resolve the fact.

The focus of your response should be on aligning with consumer expectations, making it clear that you are there to help.

4. Be agile and keep the customer informed

Once the problem is identified, the solution and feedback should be your priority. Involve more people on your team and even other areas when the need arises.

Keep the client up to date whenever you make any moves towards resolution.

Angry people want action, so you should specifically explain how you will resolve the situation. If the resolution is complicated, describe the steps you will follow.

If possible, tell the customer when the actions will take place. Quick responses and precise actions help to establish a contact based on trust, where dissatisfaction, little by little, gives way to empathy.

Do not try to trick the user and avoid scolding them in any way. Remember that the customer's problem is really yours.

5. Avoid ready and automatic responses

The basis of communication is to establish an empathy to transfer knowledge or information. Based on this premise, offering quick or automatic responses all the time is a real shot in the foot!

Chatbots are an extremely effective way to ensure 24-hour service, but it's not all about presence.

Understanding your customer, researching his journey within the company or establishing intimate communication makes all the difference when it comes to solving problems. Especially if this walk has been interrupted.

By giving automatic responses or responses that do not suit the reality of your persona very well, you end up generating a sensation opposite to the “affection” of good customer service. A sensation that can get much worse when the client is already irritated.

Having a direct, personalized and effective service is the best way to respond to a dissatisfied customer. Since, when care is established between the user and your brand, empathy is your best weapon to get around the situation.

6. Do everything to delight your customer

Converting dissatisfied customers into valued customers will dramatically affect your repeat business.

Everyone knows that problems happen. In some cases, products break and service providers occasionally fail. What makes a high-impact entrepreneur different is how inconvenience is rewarded.

You distinguish yourself from your competition by the way you treat a detracting customer. Customers will return to your brand again and again when they know that you will solve any problem that arises.

Always do more than expected and keep the audience that has already had problems with your service or product close by. Sometimes you can't undo what happened, but you can always find a way to make up for it.

Commitment during this journey is critical to responding to a dissatisfied customer and making them a champion of your brand.

7. Ask for feedback

You need to know that the strategy you are using is not always the best approach when a disgruntled user knocks on your door.

Ensuring that you are doing expected work is recommended in all processes. Therefore, you should try to establish a way to identify whether this buyer has had their resolution completed as they would like.

Of course, there will always be extremes within this research. However, all data must be analyzed.

Asking for feedback is the best way to know if the general communication matches what your customer expects. This goes for everything, both dissatisfied and satisfied customers.

The satisfaction survey ensures that your buyer knows that you care about service. But this is only valid if quick resolutions are applied or, if not possible, when you align all your steps, ok?

This content showed you how important it is to know how to respond to a dissatisfied customer. Ready and automatic responses should be avoided in your company. It is necessary to separately analyze all requests that consumers make.

Monitor your social networks and be sure to respond to comments on your posts.