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| Copyright 2011 Business Innovations. All Rights Reserved. |
| Learn The Quick Steps To Recover An Unhappy Customer! |
Having Problem In Service Recovery?
Service failure is not unusual even with the best of all brands and businesses.
There is always a broken link somewhere waiting to be tested by some of your
customers.
The broken link can be in human employees or in system processes. What happen
when customers have an unpleasant experience and are complaining? How to
make a whole group of them happy again? Can you win them back? Yes, you can!
Just follow the quick steps listed below and you are on your way to winning them
back :
Calm & Ensure The Customers
First of all things will be to calm the customers down by ensuring that their
complaints will be seriously looked into and they will have a satisfactory solution to
their complaints. By acknowledging there is a problem and that you promise to look
into it, angry customers will calm down and give you sometime to act upon it.
Investigate & Make Good
Do a quick and thorough investigation as far as time allows to ascertain the
problem. Is it people? Or is it a process issue? Once you have a clear
understanding of the issue concerned, start planning the service recovery to win
back the customers. Be ready to compensate if the fault indeed lies with your
organization. Even if the fault is not yours or not totally yours, be ready to make good
to your customers out of good will to keep them with you.
Select The Right Communicator
Choose someone in your organization (not necessarily must be from your
Customer Service Department though most should be well-trained) that is very
sincere and good in effective communication. Empower the person formally to get
him or her to help front the service recovery process with the group of unhappy
customers. This will ensure the right message gets through and the customers can
feel your brand or business's sincerity in making good to their complaints.
Speed Of Recovery
Be it a faulty product or a rude staff, get the fault resolved as quickly as possible to
ease the cn style="font-size:12px;line-height:15px;">Support
Follow-up By A Senior Manager
After making good to the customers, get someone senior in your managerial team
to sign off a follow-up email or letter to the affected customers to apologize and ask
for forgiveness. State what has happened, what has been agreed and what will be
done to prevent such instances from happening again.
As you can see, these quick steps are not difficult but it does takes some time and
commitment. When you have won back the affected customers, the last thing you
should do will be to work with the various departments to look at the system or
people issue to prevent this from happening again.
Above are just some quick steps to help you in your service recovery. There are
more advanced knowledge in the field of customer experience awaiting for you to
embrace for better service. Check with us for more!
There is always a broken link somewhere waiting to be tested by some of your
customers.
The broken link can be in human employees or in system processes. What happen
when customers have an unpleasant experience and are complaining? How to
make a whole group of them happy again? Can you win them back? Yes, you can!
Just follow the quick steps listed below and you are on your way to winning them
back :
Calm & Ensure The Customers
First of all things will be to calm the customers down by ensuring that their
complaints will be seriously looked into and they will have a satisfactory solution to
their complaints. By acknowledging there is a problem and that you promise to look
into it, angry customers will calm down and give you sometime to act upon it.
Investigate & Make Good
Do a quick and thorough investigation as far as time allows to ascertain the
problem. Is it people? Or is it a process issue? Once you have a clear
understanding of the issue concerned, start planning the service recovery to win
back the customers. Be ready to compensate if the fault indeed lies with your
organization. Even if the fault is not yours or not totally yours, be ready to make good
to your customers out of good will to keep them with you.
Select The Right Communicator
Choose someone in your organization (not necessarily must be from your
Customer Service Department though most should be well-trained) that is very
sincere and good in effective communication. Empower the person formally to get
him or her to help front the service recovery process with the group of unhappy
customers. This will ensure the right message gets through and the customers can
feel your brand or business's sincerity in making good to their complaints.
Speed Of Recovery
Be it a faulty product or a rude staff, get the fault resolved as quickly as possible to
ease the cn style="font-size:12px;line-height:15px;">Support
Follow-up By A Senior Manager
After making good to the customers, get someone senior in your managerial team
to sign off a follow-up email or letter to the affected customers to apologize and ask
for forgiveness. State what has happened, what has been agreed and what will be
done to prevent such instances from happening again.
As you can see, these quick steps are not difficult but it does takes some time and
commitment. When you have won back the affected customers, the last thing you
should do will be to work with the various departments to look at the system or
people issue to prevent this from happening again.
Above are just some quick steps to help you in your service recovery. There are
more advanced knowledge in the field of customer experience awaiting for you to
embrace for better service. Check with us for more!
| Copyright 2010 Business Innovations. All Rights Reserved. |
