Have you recently experienced a negative interaction with one of your subscribers? This is always going to be an issue for your business.
It could lead to the customer creating a negative buzz around your business online. Alternatively, they may simply leave a negative review. Don’t forget, more than 80% of users will check reviews before using a product or service.
Of course, the greatest impact will occur if the customer chooses to unsubscribe. This can happen and add to your subscriber churn. You can avoid this if you deal with the negative interaction in the right way.
Let them know you are listening
The first step should always be to ensure that the subscriber feels heard. Customers will always feel more agitated if it seems as though their concerns are not being addressed or even reaching the necessary people.
For this reason, you should not attempt to find a solution to the problem immediately. You must deal with the emotional fallout of the issue.
For instance, if your subscriber has been charged multiple items in error, this can lead to frustration and even emotional distress. It is important to let them express these issues to you. Essentially, you need to show empathy and then you can start to address the issue.
Delight the subscriber
In some cases, you may not be able to resolve the situation that the subscriber has encountered. It’s possible that they had a poor experience with your customer service team. If that’s the case, you can’t erase this.
You can, however, offer them something that makes up for this experience. With a subscriber company, the easiest option here provides a few months of the subscription for free. Alternatively, you can provide their subscription at a discounted price for a limited time.
You can be more creative than this with free merch too, depending on your company and the subscription you offer.
Remember, in some cases, the issue may not even be your fault. It’s possible another party was responsible for the issue the subscriber encountered. If you still offer a solution, you could earn a positive shoutout online.
Use the complaint interaction
If customers have a negative interaction with your company, then they will often complain. They could complain directly to your business, leave a negative review or post on social media.
Social media complaints are becoming more common because customers know the damage they can cause.
You need to be aware of any comments connected to your business brand. In doing so, you will be able to make the right choices to protect your business reputation. You should also aim to speak to the disgruntled customer. Make a new attempt to resolve the situation and do try to put a human on the phone with them.
Customers hate feeling as though they are communicating with a machine. However, you will need to reply publicly on social media first. This shows other customers that you are attentive to their concerns.
We hope this helps you understand how to change a negative interaction with one of your customers.