Dealing With Client Disappointment -
As an entrepreneur I can assure you that these kinds of situations are never fun - especially if the person who is unhappy is also angry.
It is likely that your initial reaction to these situations is to become defensive. It's normal. What you need to avoid is developing a defensive reaction. A knee-jerk response to clients or customers who express their displeasure could be the worst reaction you can make.
Although we would all like that we never face the same situations, they do happen despite our best-efforts. Given this that's why it's essential to make plans. If you're still without any plans, or you're looking for suggestions, take a look at the ones below.
Step 1: Breathe.
When you receive negative comments about your online learning service or product , your body's response will be to begin. It's based on the primal "fight or run" reaction to perceived threats. Your muscles may tense up and you'll likely be unable to breathe.
Pay attention to this reaction and respond by taking deep breaths. This will allow you to maintain a calm mind.
Step 2: Wait
The first response you will get is to answer immediately. Don't do it. What you are doing now is not going to be the best one. When you have received the feedback, make a point to take some time to do something other. Take a moment to reflect on what you received.
If you must answer, here's a tip: open up your email account and compose an email to yourself, including all the things you want to say. There is no need to be the line because you'll never be transmitting this email to anyone else. It can be therapeutic to let off some steam.
3. Find the Truthful Message
If we are dealing with negative customer interactions we can focus on the criticism rather than the messages. After waiting a few minutes you will be better at recognizing the root of the reaction from your customer rather than focusing on the criticism.
What are the most important takeaways. Make use of these suggestions to help improve your
Step 4 Response
Now that you have given time for your initial reaction to ease and you are able making your responses. It is important to acknowledge the feelings of your client. They're very real to their feelings, no matter if you feel the same or you do not. If you ignore the way they feel then they'll be more upset.
You should also make the effort to outline how you will use their feedback. In other words, if, for example, you will look into your product because of their feedback, then inform them. And lastly, you should acknowledge them for their honest communication.
If you believe it's necessary you can discuss any other points that are mentioned, but do not get caught up in an endless debate. It's not beneficial for your, them, or your business.
Then, keep in mind the fact that for every person who voices displeasure you have plenty of people who are content. Try not to focus too much on the negative aspects, instead be aware of them and keep making progress.