Customer Are Always RSS feed:Guest Post and Giveaway: Stellar Service Recovery

[David Sandusky]

My RSS Feed is dedicated to customer service and Has Just Posted the Following:

This is a guest post by Joe Heuer, the "Rock and Roll Guru" who is also a motivational speaker and author of several books - which you have a chance to win! Read on...
One of the fastest and surest ways to assess your company’s commitment to excellence in customer service is the manner in which you handle complaints.
People want their complaints handled immediately, if not sooner. Promptness counts. We know that if complaints are resolved at the time they are lodged, and the customer feels good about how the situation was handled, they are likely to both keep coming back and praise you when they tell others how you handled the matter. With that in mind, look for ways to do a little something extra for the customer in the process.
Learn to reframe complaints. Think of them as opportunities to improve the level of service you are delivering, since you are learning what your customer thinks you are doing poorly. Additionally, when customers complain they are giving you a chance to earn their loyalty with a dazzling recovery.
Only a very small percentage of customers with complaints will tell you, so they are actually doing you a valuable service. Whether complaining customers become loyal depends on your recovery. If you thrill them with the recovery, they will likely forget about the problem. When you make things right in the eyes of your customer, the recovery becomes the focal point of the story that your customer shares with other people.
Here’s a six-step system for stellar service recovery:
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