“It’s no big deal that we made the error; the customer wasn’t upset.” Is that the criteria your team members use when deciding how to deal with mistakes? One of the tips I share in my seminars is how to recover trust with customers when things go wrong. Unfortunately, the common practice in many organizations when they make a mistake is to do the minimum required to fix the problem. Especially if the customer isn’t particularly upset. The right thing to do when there is a problem is not just fix the problem; it’s also apologizing and providing something extra to address the additional time, hassle, and possible money the customer had to spend to finally get what they originally paid for. The mood of the customer has absolutely nothing to do with it. Do your customers need to be angry before you do the ethical thing?
Today's Chuckle:
To err is human. To blame it on someone else is more human.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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