There’s an Upset Customer. Now What?
Tips On Thursday #4
Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic?
When things don't go as planned, our customers become upset and we have failed in their eyes. Period!
Do you know the simplest and most effective way to address the situation with an upset customer?
Of course, we must apologize, show empathy, and be sincere, but here are 5 additional ways…
- Get all the facts, make sure you left nothing out.
- Know your abilities and limitations in the steps available that you can take to fix the issue.
- Inform the customer that you are the person that will assist them - and see it through to the end.
- If you are not able to resolve the issue yourself get direct assistance from others in your organization.
- Follow-up with the customer (After Action Contact).
Lastly, confirm that the issue has been resolved to their satisfaction, and preferably above their expectations. Let the customer know that you value their business and look forward to seeing them again in the future.
It's surprising how forgiving most customers will be when they understand that "WE" realize we made a mistake but are willing to accept it and "make things right".
There's An Upset Customer. Now What? originally appeared on the author's website and is republished here with permission. Click here to subscribe to my blog and get your own Tips On Thursday by email each week.
Copyright ©2020 Steve DiGioia
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Steve DiGioia
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Steve DiGioia
