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Outline how you’re going to make things right. Related: Will Your Company Be a Leader of the Customer-Service Revolution? 3. Providing a better understanding might give you a better chance at retaining that customer. But if someone expected you to provide a service that you clearly don't provide, point that out. (This is the "customer is not always right" part.) It doesn't mean that you should hide behind the fine print of your terms and conditions. If any part of a customer's dissatisfaction doesn't pertain to the service that he or she could have reasonably expected you to provide, be sure to say this. This is important for demonstrating that you stand behind your service and are interested in resolution. If your service fell short in any way and the customer is upset, immediately acknowledge where the company failed. Own your mistakes, but only your mistakes.Īccepting the company's mistakes is the #1 rule for crisis communications.
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This will help you figure out next steps and how to deal with the issue. With product-companies, there's less ambiguity in customers' dissatisfaction: Complaints usually center on the product's being broken or the wrong color. On the other hand when services are provided, there's a lot of room for interpretation of how a customer's expectations shouuld be met.ĭiligently uncovering the expectations of the customer and how they were not met lets you understand the person's position and starting point.
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Mastering this art is highly relevant to service-based businesses. What separates the truly exceptional customer-service organizations from the rest is their ability to successfully bridge any gap between their company’s performance and a client's expectation. They’re just never wrong." This small, but important distinction has enabled me to approach customers' issues in a more productive manner. But it’s simply not always true in the real world.Įarly on as my company, Luggage Forward, was being developed, I received a valuable piece of advice: "Customers are not always right. This makes the companies who say it - and the customers who hear it - feel good. Every business owner and customer-facing employee has heard the saying "the customer is always right." REUTERS | Adeel Halim