Customer Service Relationship Recovery!
When the damage has been done, there is nothing more important than how you react and make attempts to recover your reputation. In fact, it is often possible to gain a customer for life after something has gone horribly wrong!
In our training module Service Recovery Skills we talk about what to do after the disaster has struck. Those few moments right after the problem is discovered will set the tone for how the result will be played out.
If the right steps are taken, you will have shown your customer that you care about them and their feelings and have demonstrated your itention to make things right. If the wrong steps are taken, your customer will simply walk out the door never to return. In these cases, your competition will be the ones thanking you, not your customers!
Everyone is human and mistakes do happen. The vast majority of people realize this and will forgive you if you make an attempt to make things right. Granted there will always be a small group that will make unreasonable demands and expect compensation for the most minor of inconveniences, but we are not concerned with that group. We are converned with the vast majority of our normal customers.
Following the right chain of events after something goes wrong can be a great way tobuild customer good will and gain a customer for life. Just make sure you do the right things and not make matter worse by doing something wrong or nothing at all!
The Customer Service Training Institute
http://www.infowhse.com
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