Bacal & Associates - Meeting your customer service needs for almost two decades
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:
Winning Back Lost Customers- by Jill Griffin
There are seven keys to winning back lost customers, according to the author. Did you know that staying in touch with a lost customer can help regain his/her business? Read the article for more thoughts.
(Added:
11-Dec-2004
Hits:
821
)
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:
627
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Recovering From Service Mistakes- by Peggy Morrow
How good are you at transforming a dissatisfied customer into a satisfied one -- even when you messed up? Customer-service consultants Peggy Morrow & Associates offer tips for a turnaround and gives an example of service recovery in action.
(Added:
10-Apr-2006
Hits:
1034
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Selling Online Means Always Having to Say You're Sorry- by Nick Usborne
This article is a cautionary tale about letting technology interact with your customer when your business needs to recover from a delivery mistake.
(Added:
14-Dec-2004
Hits:
327
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Dealing with Difficult Customers- by Dave Kahle
You want to recover your customer's trust and loyalty after a snag in the product or service delivered to him/her. If your customer is a difficult one, the author has a four-step process for you to follow that will help you recover the customer. Listen, identify the problem, avoid blame, then resolve the problem are the four steps. For valuable insight into each of the steps, read the article.
(Added:
13-Dec-2004
Hits:
877
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How Do You Regain Lost Customers When Market Share Slips?- by Gunther M. Brinkman
You'll want to read the author's suggestions when a customer has found a substitute product or technology. This is sound advice for regaining a customer's loyalty.
(Added:
11-Dec-2004
Hits:
413
)
