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How to react when your customers perception changes
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[QUOTE="Phantasm, post: 343614, member: 94599"] When a customer’s perspective of your product or service changes, it is very important to promptly and efficiently deal with it. Here is what I think you can do: 1. Listen and Understand: First and foremost, try to listen to the feedback of a client with open ears. Endeavouring to comprehend why their perception has altered whether it be negative feedback in one way or the other, complaints or mere alterations in their needs and preferences is crucial for any problem solving. 2. Acknowledge and Empathize: Acknowledge how the customer feels about your product, processes or services; sympathize with them through experiencing the same situation together with them and then assure them that they have done right giving you their feedback because you will make necessary amendments. 3. Communicate Transparently: The change in perception may be due to an alteration in your offerings, price revision, policy adjustments among others; henceforth honesty along with openness helps rebuild confidence as well as credibility within customers. 4. Take Action: After identifying the root cause of such change in understanding take proactive steps towards addressing it from improving product quality and enhancing customer service delivery to revisiting marketing messaging so as to set things right and meet customer expectation. [/QUOTE]
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