Customers expect the products they purchase to fulfill their needs, based on the value proposition presented to them. This is why brand communication should appeal to their emotions, creating a connection that makes them feel that they need the product. However, when customers become discontented despite being promised that the product will solve their problem, they can become frustrated if the product does not deliver as expected due to overpromising in the marketing strategy.
When addressing customer inquiries, it’s important to respond in a way that is easy for them to understand. Instead of imposing your message on them, it’s better to listen to them and try to understand and resolve their issues. It’s essential to allow the customer to express their grievances and to listen with empathy in order to make them feel heard and release their frustration. Allowing them to have some control in the conversation can make them feel empowered as customers. At this point, they may be too frustrated to let you speak. Whether it’s in person or on social media, responding to their comments without arguing and showing respect is important.
Regardless of the feedback communication channel, all responses should be handled carefully. In face-to-face interactions, it’s important to calmly sit down with the customer and give them the opportunity to speak, allowing them to share their story related to the complaint. When customers are given the chance to explain their problems in detail, it can alleviate their emotions and reduce their frustration. This is because they feel listened to, their problem is acknowledged, and a conversation focused on finding a solution can take place.
Acknowledge that the customers are present and that they have an issue. Ensure them that you will make every effort to resolve their problems. Avoid making commitments that you cannot fulfill because circumstances change, and unexpected events occur. Always keep the person complaining informed so that they can be involved in the process. This helps prevent them from becoming impatient and continuously seeking updates from you. Communicate with them respectfully and do not withhold information. Provide feedback and comprehensive details to assist them in making decisions. Be mindful of your communication when dealing with frustrated customers.
By Isaac Lekgothoane
https://www.linkedin.com/in/isaaclekgothoane/
