Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Recovering When Things Go Wrong : Page 2: 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:
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:
662
)
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:
661
)
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:
1297
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Problem-Solving Success Tip: Define the Problem First- by Jeanne Sawyer
Define the Problem First. It seems obvious, but how many times have we gone to a problem-solving meeting and the discussion started with either whose fault was it or an assertion about the proper solution?
(Added:
18-Jan-2005
Hits:
571
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Transforming Disgruntled Customers into Your Biggest Advocates- by Stephen Munday
How do you save a sale when you are dealing a disgruntled customer? Read this article so that you can turn your disatisfied customer into a walking advertisment for your business. Learn all you can about your customers and your business!
(Added:
18-May-2006
Hits:
468
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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:
499
)
