Personalized Service Recovery


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A lot of people for a very long time have been writing about the importance of service recovery.

Obviously, recovering when you haven’t delivered to your customer’s expectations is critically important.

Like anything in life, there are good and bad ways to go about recovering with a customer.

One of the worst ways you can behave when recovering is to treat every circumstance and individual the same.

If you desire the type of recovery process that will turn your customers from sad to glad then your better personalize each and every recovery process!

One of the best ways to create a personalized recovery process with each and every customer, one which will move them from sad to glad, is to simply and calmly ask them, “could you please describe the current situation?”

Listen to the answer with both ears until your head hurts.

Then, look them in the eye and ask, “What would your ideal situation look like?”

You may not be able to close the gap each and every time, but you now have the data to take action and solve his or her problem in a personalized fashion.

Importantly, even if you can’t recover on the spot, letting your customer express the situation and knowing that you are trying to personally take action will certainly make them feel better.

This personalized recovery process guarantees that your customer will never be left with the impression of “it’s not my problem.”

So the next time you are in recovery with a customer, go ahead and try these two questions and personalize your recovery.

Republished with author’s permission from original post.

Peter Psichogios
Peter Psichogios is the President of CSI International Performance Group whose mission is to help companies create engaging employee and customer experiences. Prior to joining CSI International Peter served as an executive member of one of the largest Instructional System Association companies in the world. In this capacity, he led all the front-end analysis and worked directly with Dr. Ken Blanchard. Peter has been fortunate to work with the who's who of the Fortune 500, helping them deliver innovative learning, engagement and recognition solutions.


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