April 19, 2016

3 Keys to Restoring Customer Confidence

3 Keys to Restoring Customer Confidence

New mobile apps to keep an eye on

Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.

  1. Commodo scelerisque convallis placerat venenatis et enim ullamcorper eros.
  2. Proin cursus tellus iaculis arcu quam egestas enim volutpat suspendisse
  3. Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

What new social media mobile apps are available in 2022?

At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.

Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

Use new social media apps as marketing funnels

Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.

  • Eget velit tristique magna convallis orci pellentesque amet non aenean diam
  • Duis vitae a cras morbi  volutpat et nunc at accumsan ullamcorper enim
  • Neque, amet urna lacus tempor, dolor lorem pulvinar quis lacus adipiscing
  • Cursus aliquam pharetra amet vehicula elit lectus vivamus orci morbi sollicitudin
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Try out Twitter Spaces or Clubhouse on iPhone

Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas  dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.

Try out Twitter Spaces or Clubhouse on iPhone

Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.

Challenging customer situations are bound to arise at your company – maybe even on a daily basis. Whether your customer is upset about a product issue, there was a problem with billing, or implementation isn’t going as smoothly as it should, there’s no way to completely prevent challenges. And the larger your organization or more complex your offerings, the more challenges your team will encounter.

According to the White House Office of Consumer Affairs, a dissatisfied customer will tell an average of 9 -15 people about his or her experience with your company. With today’s technology, consumers are communicating at a much faster pace, using technology that enables them to share their thoughts and even communicate their opinions to companies directly.

Restoring Customer Confidence

How should your customer success managers mitigate these situations and help resolve them quickly while restoring customer confidence in your company?

Restoring customer confidence in your company depends largely on developing an approach that can be used across all customer success managers (CSMs) or those supporting customer growth. The goal is to handle the challenging situation in a way that leaves the customer with a positive impression of your company. If you’re fortunate, you may even encourage him or her to serve as a passionate advocate for your brand in the future.

In this post, we’ll explore 3 ways your CMS team and your company can restore customer confidence after a challenging situation:

1. Empathize With the Customer

Once your CSMs have listened to their concern, it’s important for them to immediately empathize with the customer’s position to create a bond so that they know their concern has been heard and their situation is understood. When empathy is present, the customer knows that your company is going to work with them to resolve the issue.

Making an apology to customers after things go wrong is positively related to satisfaction with restoring the customer relationship. When a CSM apologizes to a customer either for themselves or on behalf of the company or another department, they convey politeness, courtesy, concern, effort, and empathy – all of which go a long way. Consider the following stats:

  • Gallup research has shown that a genuine apology can actually strengthen a customer’s emotional bond to a company, leaving him or her more emotionally connected than customers who never experienced a problem.
  • Research by TARP has shown that when an apology is perceived as genuine, customer satisfaction increases 10 – 15%.

Offer your customers a heartfelt apology during a challenging situation and your CSM will not only restore customer confidence and regain goodwill, but your company will also realize the benefits of a strengthened customer relationship.

2. Have a Positive Attitude

Certainly, anyone in the position of interacting with customers must be friendly, helpful, polite, courteous, and flexible. These attitudes and behaviors are not just nice, but they are expected – especially of leaders in customer success. But when it comes to problem solving specifically, employee politeness while addressing the issue helps diffuse the problem in the customer’s mind.

When customers feel like they are being treated with respect, dignity, and sensitivity by employees, they feel a sense of justice and fairness from the company. As simple as it may sound, a positive attitude is a tangible asset that can significantly impact customer confidence and satisfaction. If a CSM solves the customer’s issue, but are rude or indifferent in the process, it can still negatively impact the relationship. Simply put, when your customer success team members are courteous and approach each and every situation with a positive attitude, customers will experience more satisfaction and reward your company with stronger loyalty. Learn more about becoming your customer’s advocate in this ebook.

3. Treat the Situation With Urgency

Not only is resolving the customer’s problem important, but a speedy response will enhance the customer’s view on the CSM as well as your company as a whole. Your CSM team needs to be equipped with the trust (from the executive team), empowerment, and training to be able to resolve problems internally across other departments if needed, or on the first phone call or first visit to the customer.

Not only does a speedy resolution improve the customer’s perception of the company, but it actually has a greater impact on loyalty than the resolution itself. TARP, Inc. found that 95% of complaining customers would remain loyal if their complaint was resolved on the first contact. That number dropped down to 70% when the complaint was not immediately resolved.

But what happens if your CSM or management team can’t supply a resolution right away, or don’t have the answer? It’s still important that they respond to the customer immediately and let them know the steps they are taking to remedy the situation, or what conversations they’re having internally. The longer it takes for your company to provide a full resolution, the greater the customer’s perception is that they have been treated unfairly. Improve your company’s ability to handle problems quickly and well and you’ll undoubtedly realize increases in customer confidence, satisfaction and loyalty.

How Does Your Company Restore Customer Confidence When Things Go Wrong?

When things go wrong, how do your CSMs handle customer interactions? Do you have a process in place so your customer success team can work quickly and effectively to restore customer relationships – and maybe even improve the relationship in the process?

Check out our resources below for more customer success best practices and insights for how your organization can always ensure the customer is at the center:


5 Ways to Surprise & Delight Your Customers

3 Steps to Putting Customers First

Blog Posts:

The Golden Rule of Customer Success: 8 Guiding Principles

6 Listening Techniques of Great Customer Success Leaders

Learn more about how ClientSuccess can help your company develop a strong Customer Success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.

Ready to Get Started?
Request Your ClientSuccess Demo
Get started
Subscribe to our newsletter


Thank you! We have received your submission.