Wow With Experience When Service Mistakes Happen


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It’s inevitable. Mistakes will happen. Things break, systems go down, people fail.

But these tough moments don’t have to be disastrous, mistakes present an opportunity to create a memorable experience. 

One of my favorite phrases to recover from a problem with an upset customer is:

> Oh no! That’s terrible!

Nothing frustrates a customer more than the feeling that the company responsible for the problem doesn’t care.

My mantra to live by is, “It’s not my fault, but it’s my problem to solve.”

I like how Cheryl with ServiceUntitled puts it:

The key to controlling the situation however is to apologize immediately and to apologize directly to the customer. Make the correction and do it immediately.

Employ key customer service personnel who have been trained to deal with angry customers and who have the discretionary ability to appease the customer using whatever it takes (of course within reason) to show the customer the company really cares.

Being able to offer an amazing recovering from a problem can often times create some of the most loyal customers in the future.

The next time a problem arrises, you can create a memorable experience for the customer by:

  1. Being Personable.
  2. Apologizing to the customer.
  3. Offering the customer a solution that can be done NOW (or options for solutions).

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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