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Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

Fix One Problem without Creating Another - 10/29/24


If you’ve ever had an issue with your dishwasher, this will sound familiar.  I’ve dealt with so many dishwashers over the years, and they always seem to have some kind of an issue.  Maybe it’s because of the mix of water and technology, but for whatever reason, these never Read more

Delight Your Customers - 10/22/24


Buddy the Bug Man was different.  His company was new, and the only reason why Janet tried him out was that the service she had used for years just wasn’t working.  Whether it was mosquitoes in the yard, ants in the kitchen, or cockroaches flying through on their way Read more

A More Complete Definition of Responsiveness - 10/15/24


I was purchasing something recently that was being custom-developed.  At one point, the company’s employee and I had a good 20 e-mails going back and forth - 10 from each of us.  Unfortunately, I broke my own rule, and I did not pick up the phone after 2 or Read more

Have a Game Plan to Address Their Anxiety - 10/8/24


It seems like we all get deliveries - whether it is UPS, USPS, FedEx, Amazon, the local courier, or all the above.  We order.  They deliver.  Or do they? It’s times like these, when we’re expecting that package, that item that we’re looking forward to or need urgently or are Read more

How Persistence Saved the Day - 10/1/24


Sherrie saw the customer walk into her store holding his cell phone, and Sherrie immediately knew that was William.  She had spoken to William on the phone about an hour ago, he said he would be at Sherrie’s cell phone store in less than an hour, and there he Read more

Notice the Little Changes - 9/24/24


“My, how times have changed.” Yes, times have changed.  As a matter of fact, one of the biggest reasons why an organization’s customer service deteriorates is that times have changed…customers have changed…and the company has not… If we think about customer service delivery today v. decades ago, changes in technology alone Read more

Don’t Hurry…Be Quick - 9/17/24


No, this is not a take off on the Bobby McFerrin song:  Don’t Worry Be Happy. It’s actually a take off on the John Wooden quote:  Be quick, but don’t hurry. When I read Wooden’s book with this title, I liked the concept, and not just because John Wooden was a Read more

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Small Errors in Service Recovery

Posted on December 7, 2009 in Business Advice Please leave a comment

 If “Service Recovery” means that we need to “save” situations where the customer is upset, irate, or complaining, then there are right ways and wrong ways to do it. While there is no one rule to deal with Service Recovery situations, many times employees can think that they are doing things the right way, and in fact there are small errors that are causing the recovery to be unsuccessful.

Think of the following actions during Service Recovery and the issues with each:

  • The employee responds to an e-mail from an irate customer by sending an e-mail back.  Whereas this may be very effective at times, particularly when the customer prefers e-mail communications, in a Service Recovery situation you want to talk to someone 2-way, on the phone or face-to-face. Because that ability to see the body language and to hear the tone of voice enables you to deal with the emotion of the situation better. Remember that e-mail does not convey emotion well.
  • The employee responds to the customer that if they have a concern, then the customer is welcome to call back. While this may seem like a positive offer, in effect what the employee’s doing is dumping the responsibility for follow-up back on the customer. Particularly in Service Recovery situations, the employee needs to take ownership over the follow-up, to convey that they care and ensure that the follow-up happens.
  • The employee hears the complaint and gives the appropriate solution, and yet the customer is still upset. This typically happens when the employee is providing an effective solution, but they are ignoring the emotional aspect of the conversation. Most customers want to be understood and to feel like they are cared for at least as much as they are having their question answered during a Service Recovery situation. Employees need to make sure they’re not so focused on the issue and the solution that they totally ignore the emotion that comes with the issue.

When determining the best way to deal with Service Recovery situations, look at the little things that employees can do wrong to determine how to tweak the technique to make sure everything turns out right. 

Interested in improving your company’s customer service?  See more information at:  http://www.cssamerica.com/


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