When I partner with a company that wants to build loyal relationships with their customers, I absolutely insist that they predetermine recovery strategies for top complaints. This single exercise positions frontline professionals to quickly determine […]
Here are 26 ideas you can print off and share with your customer service employees. Or, you could share these ideas in a quick 3-minute training.
The ABC’s of Customer Recovery
Act as if every lost customer’s value to the company comes out of your paycheck.
Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.
Communicate with diplomacy and tact when your final answer is “no” and when explaining company policy.
Don’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.
Empathize with unhappy customers and allow this empathy to season your responses.
Find a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do.
Give a token item such a coupon as a concrete form of apology.
Have a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as important to you as it is to your customer.
Involve customers in the problem resolution process. Sometimes it’s very helpful to simply ask, “How do you see us resolving this?”
Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information.
Keep customers apprised of your timetable and progress toward resolving their problems.
Listen with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct.