Let's face it, no matter how amazing your product or service is, there will always be that one customer who isn't completely satisfied. The world we’re living in today is highly connected, especially in Southeast Asia, where social media and online reviews reign supreme, the customers’ voices can reach beyond our own imagination far and wide. On the downside, this will potentially impact your brand's reputation. But what if you could change fate in a more impactful way by being slightly creative and delicate in handling the situation?
As part of the marketing team, you need to be on your toes all the time. Staying alert matters here. That’s because, once you come across this unwanted wave of public criticism, we know what to do next.
Imagine you have one coming your way. First things first, keep calm. With the right processes in hand, and the knowledge base behind you to keep all the information handy, jump in with a swift and genuine response. Let the customer know you are there to hear them. This is to showcase that you truly understand their frustration, and you're truly sorry for the inconvenience. It’s okay to apologise. Many don’t realise that a little empathy goes a long way. Publicly acknowledge their concerns, but then gently invite them to a private conversation where you can dive deeper into the issue. This is the way to start managing that small crisis and keep the crisis small . . .
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