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Top : Recovering When Things Go Wrong : Page 3: 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:When Service Goes Wrong... Bounce Back! - by Ron KaufmanWe 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: 322 ) 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: 289 ) 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: 241 ) 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: 795 ) Recovering Customer Loyalty - by Wisconsin Department of Tourism In this article it is noted that a recovered customer is the most loyal sort of customer. There are three major strategies to employ when one is attempting to recover a customer. Read about each of them in this article. (Added: 11-Dec-2004 Hits: 461 ) 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: 343 ) Related Categories:
Bullying and Verbal Abuse Pages Updated On:
20-Oct-2008
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22:35:26
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