How to turn an irate customer, me, into one who is still annoyed but now feels valued much more.
You will never win an argument with a customer, so don't even try. Gerry Lynch's advice has been invaluable in helping me turn customer complaints into satisfied customers.
We all have bad days which may have prompted this comment from a customer "This system is crap". After responding to their complaint and finding out the reason why they were unhappy, the final email from them said "Thank you very much for all your help and the system is working perfectly"
Businesses have more interaction with customers who complain and have more opportunity to impress, even though it may be a negative starting point. The customers who complain usually turn out to be the best ambassadors for your business because they have a story to tell which has a positive outcome.
This is my own personal experience in an email thread with Groupon, so you need to read it from the bottom up to follow the conversation.
Vijay R (Groupon Customer Service UK)
Mar 06 06:31
Hi There,
Thank you for taking the time to get in touch.
That's a great suggestion; Groupon are constantly looking for ways to improve the customer experience and we always welcome fresh input. I will make sure that we pass your comments on to our Development Team. Thank you once again for helping to contribute to the future of Groupon! If I can be of any further assistance please do not hesitate to get in touch by replying directly to this email.
Kind regards,
Vijay R
Clive
Mar 05 22:06
Hi, Hopefully this works.
A clickable link would have made it so easy, but obviously you do not want people to unsubscribe and have no concepts of customer service.
Vijay R (Groupon Customer Service UK)
Mar 05 12:09
Hi There,
Thanks for getting in touch.
I have now unsubscribed you from our daily newsletters. Sorry to see you go!
Please note this could take up to 48 hours, so you might receive a couple more newsletters from us before the change is implemented. If in future you'd like to unsubscribe yourself from any newsletters, you can find a link to do so at the bottom of each one. Alternatively, if you have a Groupon account, you can cancel, reactivate or manage your subscriptions by logging in at groupon.co.uk and going to "My Newsletters".
Kind regards,
Vijay R
Clive
Mar 04 21:43
I am trying to unsubscribe from your newsletter and it very difficult because you do not explain how to do it and there is no unsubscribe link.
I did subscribe but your unsubscribe procees is not Spam compliant and I wish to be removed immediately and not spend 20 minutes trying to do so.
I am an experienced business analyst and digital marketing visionary, and co-author of 14 digital marketing guides. I have worked with top Blue Chip companies as well as smaller businesses in the…
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