As much as we would like to think that we have it all together in our business, there will come a time when a customer is not happy with the service that you give. Believe it or not the best thing that can happen is that the customer calls you and complains. This gives you the perfect opportunity to LEAD with great service.
Listen to the customer. Don’t assume that you know what they are going to say. If your keep hearing this same complaint it will give you an opportunity to fix a problem before it does permanent damage to your company brand.
Empathize with their frustration. Make a genuine effort to understand the clients point of view. Even if you can’t ultimately make them happy, the least you can do is show you care.
Acknowledge your missteps. Nobody gets it right every time. We all make mistakes. When you mess up, own it.
Decide on the best solution. Once you understand what the customer wants, try to make it work. If the customer just can’t be satisfied, cut your losses and give them their money back.
Now, you’re not done yet. Look at the entire situation and see what you can do to make sure this situation doesn’t happen again.
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