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Top : Recovering When Things Go Wrong: Perhaps the most important aspect of customer service is how the customer is handled when things go wrong. How you recover with a customer is critical to building customer loyalty and customer retention. Learn how here.

Articles:

Turn Angry Customers into Loyal Customers - by n/a
This article discusses plenty of scenarios to help turn angry customers into loyal customers. The situations range from a customer in a diner to a customer being 'held hostage' by voice mail. The four step process acknowledge, apologize, fix the problem, and then exceed expectations are thoroughly deomonstrated here. (Added: 3-Nov-2004 Hits: 1023 )

How To Turn An Angry Customer Into A Loyal Supporter - by Jeff Keller
This article advises that one does not just "handle" the customer complaint and rush back to business. Rather there is an art to responding to a an angry customer. The reader is advised to take the following steps: get back to the customer immediately, listen and show empathy, admit your mistake, avoid bureaucracy, and finally make a generous offer. Following these steps will turn an angry customer into a loyal supporter appreciative of your excellent customer service. (Added: 2-Nov-2004 Hits: 355 )

What To Do When Youve Blown It - by Lisa Packer
It's bound to happen sooner or later - yes, even to you and your business. Sometime or other, you will make a blunder that upsets a customer. It may be an employee mistake (honest or intentional), it could be a defective product, it could even be an unreasonable expectation on the part of your customer. The cause really isn't important. (Added: 18-May-2006 Hits: 575 )

9 1/2 Ways To Regain Lost Customers - by Nick Wren
9 1/2 ways of regaining lost customers and restoring brand trust are listed in this article. One piece of advice is to ask for help. Read more about restoring your company's brand trust and recovering your lost customers. (Added: 13-Dec-2004 Hits: 629 )

Tips to Chrysler - regaining the faith and loyalty of enthusastic boosters - by ALL Editorial
This is a very specific list aimed at the Chrysler corporation. The list is designed to remind the folks at Chrysler what they need to do in order to regain their customer loyalty. Read the list and learn what customers expect in return for their loyalty. (Added: 13-Dec-2004 Hits: 311 )

When Service Goes Wrong... Bounce Back! - by Ron Kaufman
We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and inevitably, mistakes do happen. While many people in businesses focus on doing things right the first time, very few seem to take a powerful interest in setting things right when things do go wrong. In those moments, a passion for "zero defects" often gives way to "Let's get this mess cleaned up fast, and get back to business as usual." (Added: 13-Mar-2001 Hits: 333 )

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Related Categories:

Bullying and Verbal Abuse
Communication
Conflict
Negotiating And Negotiation

Pages Updated On: 23-Jan-2009 - 14:16:02





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