Tag Archives: customer service

3 Critical Steps To Stop Mr. Grumpy’s Blood From Boiling

24 Jan

Angry customer“Do we HAVE to send Mr. Ticked Off a survey?  His purchase was a disaster and he’s going to let us have it!”

Now we’ve all had a transaction or two that got just plain jacked up, for whatever reason.  Here are some suggests on what to do when things go sour…

3 critical steps to mitigate the damage: 

  1. MOST IMPORTANTLY, offer a heart-felt, sincere apology.  Not the “I’m sorry for any inconvenience this may have caused” robotic BS that other companies offer.  That will actually fan the flames.  Instead, a GENUINE, “I’m so sorry,” like you’d offer a friend going through a rough time.
  2. Next, accept responsibility for their poor experience, EVEN IF it was not entirely your fault.
  3. Finally, share what you’ve learned from the experience and what changes you’ll make to avoid a similar situation in the future.

The more we can take responsibility and show genuine concern for the customer, the more likely they’ll forgive us.  The more we try to prove it wasn’t our fault (even if it wasn’t) or (worse yet) to prove them wrong, the angrier they’ll get.  Which do you want, a little humble pie, or them posting how we stink to their 1,500 Facebook friends?

A PRO takes responsibility, apologizes, and builds new checks and balances
into their process to avoid the situation in the future.

Will it work EVERY time?  Of course not, but more often than not, Mr. Grumpy’s blood will stop boiling.  Yes, we may still have an unhappy customer, but we’ll likely avoid a PR nightmare that will cost us all business.

Thanks for reading.  If you find it valuable, please do share, post, like, etc!  I appreciate it!

Chris

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