{"id":11956,"date":"2012-03-28T16:08:47","date_gmt":"2012-03-28T16:08:47","guid":{"rendered":"https:\/\/www.sisinternational.com\/improving-customer-relations\/"},"modified":"2026-01-27T16:38:51","modified_gmt":"2026-01-27T21:38:51","slug":"improving-customer-relations","status":"publish","type":"post","link":"https:\/\/www.sisinternational.com\/pl\/improving-customer-relations\/","title":{"rendered":"Jak poprawi\u0107 zadowolenie klienta i zadowoli\u0107 niezadowolonych klient\u00f3w"},"content":{"rendered":"<figure class=\"gb-block-image gb-block-image-aca8416d\"><img loading=\"lazy\" decoding=\"async\" width=\"1456\" height=\"816\" class=\"gb-image gb-image-aca8416d\" src=\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2.jpg\" alt=\"SIS Mi\u0119dzynarodowe badania rynku i strategia\" title=\"Digital Customer Experience (2)\" srcset=\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2.jpg 1456w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-300x168.jpg 300w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-1024x574.jpg 1024w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-768x430.jpg 768w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-18x10.jpg 18w\" sizes=\"auto, (max-width: 1456px) 100vw, 1456px\"><\/figure>\n\n\n\n<p><\/p>\n\n\n<h2>A dissatisfied customer can create serious consequences for a company.<\/h2>\n<p>Especially with the rise of social media, it is easy for things to get out of hand <span style=\"font-weight: 400;\">when it comes to dissatisfied customers<\/span>.\u00a0 However, a dissatisfied customer can also be an opportunity to build a stronger customer relationship, if the issue is resolved satisfactorily and rapidly.<\/p>\n<p><span style=\"font-weight: 400;\">Having a disgruntled customer can mean not only lost customers and lost lifetime customer value, but also negative word of mouth. One unsuccessful customer interaction can become public and can lead to other angry customers.<\/span><\/p>\n<h2>It\u2019s not only\u00a0<em>what<\/em> happens in dealing with a customer, but also it&#8217;s important\u00a0<em>Jak<\/em> the company deals with the situation.<\/h2>\n<p><span style=\"font-weight: 400;\">For all businesses, there are many variables they \u00a0cannot easily control.\u00a0\u00a0Consider the example of an airline. It is difficult for airlines to control all of the factors that effect the customer\u2019s experience on a flight. While they have some control over customer service, they cannot do much about the impact of changing oil prices, unpredictable weather and mechanical delays, and unruly passengers.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Many companies rely on the strength of interactions between company and customers, as well as relationships and experience in growing their businesses. Yet when a crisis happens, these variables are often the most threatened. The potential impact of a disgruntled customer can be far reaching, in both tangible and intangible ways, including: Loss of satisfaction &amp; loyalty<\/span><\/li>\n<\/ul>\n<ul>\n<li>Loss of sales<\/li>\n<li>Loss of brand value<\/li>\n<li>Reduced Return on Investment from marketing<\/li>\n<li>Reduced &#8221; Lifetime\u00a0Customer Value&#8221;<\/li>\n<\/ul>\n<h2>Best-Practices in handling dissatisfied customers:<\/h2>\n<h3>1. Motivating your Customer Service team<\/h3>\n<p><span style=\"font-weight: 400;\">Inspiring\u00a0and motivating your staff towards the priority of keeping, delighting, and growing <a href=\"https:\/\/www.sisinternational.com\/pl\/financial-services-consulting\/financial-services-customer-satisfaction\/\" title=\"Financial Services Customer Satisfaction\"  data-wpil-monitor-id=\"7504\">customers across the company\u2019s product or service<\/a> lines can help. \u00a0Staff should understand that the cost of acquiring new customers is much more expensive than keeping happy customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Managers can train service professionals to engage with a crisis in a <a href=\"https:\/\/www.sisinternational.com\/pl\/customer-satisfaction-analysis\/\" title=\"8 sposob\u00f3w na zwi\u0119kszenie satysfakcji klienta w handlu detalicznym\"  data-wpil-monitor-id=\"5438\">way that builds rapport with customers<\/a>.<\/span><\/p>\n<h3>2. Promoting Empathy<\/h3>\n<p><span style=\"font-weight: 400;\">An understanding of and sensitivity to the emotional background behind the complaint can be a tremendous benefit. \u00a0Some mistakes happen when service professionals are\u00a0thinking only in terms of\u00a0protocols and policies when the right response is a more empathetic one. \u00a0In some cases, irate clients or customers are reacting based on emotional reactions and are better appeased by an apology or an assurance you are on their side<\/span><\/p>\n<h3>3. Ensuring Effective Communication<\/h3>\n<p><span style=\"font-weight: 400;\">Often the most devastating contributing factor to a lost customer can be poor employee communication. \u00a0Blaming the customer not only increases the chance of losing them, but can also anger them further and damage the brand publicly. Managers should be sure to have appropriate staff at the customer touch point who can not only calmly address the issue, but also communicate positive values that may help to bring the customer back.<\/span><\/p>\n<h3>4. Emphasizing Flexibility<\/h3>\n<p><span style=\"font-weight: 400;\">Promoting a willingness to be flexible when appropriate can be helpful.\u00a0 Having appropriate planning and training on what can be given or negotiated may solve an escalating customer conflict.\u00a0 In some cases, a short term concession can be less than the loss of a long-term client. Empower your staff on the front lines of customer service to negotiated and make reasonable concessions to solve conflict in a way that will keep the customer happy. The long term benefit of keeping the customer happy will far outweigh the immediate cost of a refund, free return, or other restitution. <\/span><\/p>\n<h2>Communication qualities that can improve Customer Satisfaction<\/h2>\n<p><span style=\"font-weight: 400;\">Cultivating the following qualities in your Customer Service personnel can help build trust during a crisis:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Empathy<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Politeness<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Respectfulness<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Professionalism<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Proactivity<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Attentiveness<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Responsiveness<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Patience<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Competence<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Willingness to help<\/span><\/li>\n<\/ul>\n<h2>What Not to Do<\/h2>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Avoiding or underestimating the situation<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Assuming the problem will fix itself<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Firing back at customers<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Taking heated comments personally<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Blaming customers<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Inflaming tensions<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Managing relationships with upset customers is often an opportunity disguised as a crisis. Effectively addressing the issue can lead to positive brand awareness and increased customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Considering how easy it is for angry customers to spread negative word of mouth through social media, it is imperative for companies to have a strategy in place for whenever and wherever these situations arise. Keeping customers happy and satisfied will keep them coming back, and ensure that both dollars and effort spent on building a brand will not be undone or wasted. <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><a href=\"https:\/\/www.sisinternational.com\/pl\/about-sis\/contact-sis-international-market-research\/\">Contact us for your next Customer Satisfaction and Customer Experience research project.<\/a><\/h2>","protected":false},"excerpt":{"rendered":"<p>Niezadowolony klient mo\u017ce mie\u0107 powa\u017cne konsekwencje dla firmy. Dowiedz si\u0119 wi\u0119cej, jak zwi\u0119kszy\u0107 zadowolenie klienta.<\/p>","protected":false},"author":1,"featured_media":64779,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[292],"tags":[],"class_list":["post-11956","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategy","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-50"],"_links":{"self":[{"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/posts\/11956","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/comments?post=11956"}],"version-history":[{"count":3,"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/posts\/11956\/revisions"}],"predecessor-version":[{"id":81128,"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/posts\/11956\/revisions\/81128"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/media\/64779"}],"wp:attachment":[{"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/media?parent=11956"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/categories?post=11956"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.sisinternational.com\/pl\/wp-json\/wp\/v2\/tags?post=11956"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}