How to Adjust Your Onboarding Process When a Customer is Unhappy

Thus far, we have provided best practice suggestions for onboarding new customers and members. Properly implemented, onboarding efforts such as these will foster loyalty and increase your cross-sell potential. However, we acknowledge that no matter how much emphasis is placed on quality customer service, unforeseen events can and do occur that can cause customer satisfaction to go down. So, what happens when your onboarding process is interrupted by an early customer complaint? The onboarding schedule below demonstrates how best to handle a dissatisfied customer, and get back on track providing a quality experience and cementing new customer loyalty.

Note: Although this example references one specific circumstance (Account Opening Process Complaint), the overall structure still applies regardless of when a complaint is received.

Dissatisfied Customer Onboarding Schedule for Banks