Dissatisfied customers means :
1. Harm to public image.
2. Need of improvement in marketing/product.
3. Customer retention is difficult to achieve .
4. Loss of customer base to competitors.
These reasons highlight the need to deal with dissatisfied customers and I’d be very brief and specific on what should be thought about before and during the process .
Key elements happens to be :
1. Cause
What is the reason customers are dissatisfied?
Doesthe cake not taste good ? For bakeries
Isthe internet connection speed inconsistent? For internet service providers.
2. Time factor :
For how long has this been a problem and how long will it take to solve it is the next question in line to think about.
3. Extent of problem
Is problem a exception or has it happened to greater number of customer base ?
Basically there are three ways that a company can do :
1. Provide them the satisfaction they expected and company promised by finding the cause and eliminating the problem .
2. If the problem can’t be solved from it’s root ,provide something complimentary like a coupon code or an extra service etc.
3. Hybrid of both options where customers are provided the service or product they expected and then doing something complimentary as a gesture to show that a company cares.
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