Service Recovery
June 16, 2011
Customer service is full of surprises. Sometimes, no matter how well we plan customer service strategies, something goes awry. Usually, the customer is the first to know and the associate may be taken by surprise. How does your team handle service recovery? Is your team prepared to respond in the best way possible when service recovery is needed?Last month, Confero posed an interesting question to mystery shoppers:
Mystery shoppers observe and report on customer service every day. What is the one thing an employee or business can do to turn a negative customer service experience into a positive one?
We received many insightful comments, including these:
“It’s the willing spirit that makes the difference; showing that they are listening, and that they want to make things right. “
Customer Problem Resolution can Offer Opportunities
October 18, 2010
Many organizations train employees to use a step-by-step method for problem resolution. This is an effective way to ensure that employees handle customer issues according to company standards and prevent customers from leaving.
Customer service is full of surprises. Sometimes, no matter how well we plan customer service strategies, something goes awry. Usually, the customer is the first to know and the associate may be taken by surprise. How does your team handle service recovery? Is your team prepared to respond in the best way possible when service recovery is needed?
Many organizations train employees to use a step-by-step method for problem resolution. This is an effective way to ensure that employees handle customer issues according to company standards and prevent customers from leaving.