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Posts tagged: customer service

How To Handle Angry Clients

Whether you are in the SEO industry or any other industry, there will always be frustrated or angry clients to deal with.  Some are reasonable and others are irrational, but either way, you must deal with them in a professional and courteous manner.  This is important not only because it is part of owning a business, but because your clients are pretty much the essential aspect of that business.  Without them, your business will most definitely fall apart. Therefore, keeping them nice and happy should be your top priority! If you do encounter an angry client, here are five essential steps to resolving the issue and establishing peace.

  1. Keep Cool- Sure, it is human nature to get angry when someone is hostile toward you. But when it comes to customers, you must always remember that they are always right- even when they aren’t.  Therefore, no matter what the client says to you, you must always keep your composure.  Do not fight back but instead, respond in a confident and composed demeanor.  Express no hostility!
  2. Listen & Acknowledge- Again, the client wants to always feel as if they are in the right.  After all, they are the ones spending money on your business.  It is important to let the client express their concerns and comments- so let them vent! Listen to what they have to say and acknowledge where you are at fault.  This makes the client feel as if they have valid points and more importantly, that you are on their side.
  3. Ask Questions- After you have heard the client out, ask questions that are relevant to their concerns.  How can you better help them? What moves should you make to adjust to their needs? In essence; what will make them happy?
  4. Agree on a Solution- This is important! Here you will establish what you promise to do for them.  Come to an agreement on what changes are necessary to keep them as a client.  Remember, make sure that they are happy with the solutions you are offering.
  5. Go Above and Beyond- Once a solution is agreed upon by you and the client, you are not only going to meet that goal, but go above and beyond that.  This tells the customer that you are willing to go the extra mile for them and that they are a true priority.  Honestly, this tactic should be used with all clients you encounter, whether they are angry or not!

Improving Customer Service On Your Website

While building and optimizing your site are important factors that contribute to the development of your business, they will mean nothing if you do not have a loyal and satisfied customer base.  This goes beyond simply attracting potential clients- it’s about keeping your current clients happy! This may seem obvious to the average business owner, but outstanding customer service can be one of those factors that seems to fall through the cracks because you are too busy focusing on other aspects of the business. Honestly, dissatisfied clients can be far more harmful than you think, especially online. The internet gives them the uncanny power to make your mistakes public and believe me, people research and read negative reviews! So, to avoid these sort of disasters altogether, simply follow the guidelines listed below. Not only will they appreciate your attention to their needs, but they will be far more willing to continue to be your clients for many years to come.

  • Provide Contact Information This is probably the most important aspect of customer service. How will clients be able to bring problems and concerns to your attention if they can’t get a hold of you? Always provide a contact page on your website.  You can either have a number, email and address listed or you may provide a contact request where clients can fill in their information along with their comments and concerns.
  • FAQs Page This is very helpful to your clients and especially to visitors.  With a “Facts & Questions” page, you are able to tackle the most frequently asked questions about your products and services.  To find out what these questions are, create an email specifically designed for this.  You will be able to easily track what customers are most concerned with and save them and yourself lots of time.
  • Email Updates- This is a fantastic way to promote your business. All you need from the client is an email address!  With email updates you can easily spread the word about special promotions, new products and/or services and ways for them to save.  Your customer will be reminded of what you have to offer to them and will also always appreciate a good deal.
  • Take the Initiative- It is up to you to give clients the best service they deserve.  However, you don’t have to read their minds to figure it out.  Sending out a survey for them to take can easily give you an idea of what is working and isn’t working with your business. This also makes the client feel appreciated and listened to. They want to know that their opinion matters!