How to Recover From a Bad Customer Service Experience
Hitting the proverbial “brick wall” after a negative customer complaint is one of the worst feelings a business can experience. A negative experience can potentially ruin a long-lasting relationship if it is not quickly and properly resolved. Naturally, every organization would like to brag about never having a customer a complaint, especially if it has risen to uncomfortable levels of negativity; but let’s face it, complaints happen. Tiffany Monhollon of Reach Local provided a blog which offers 7 tips to recover and to learn from the experience. Here they are:
1) Address the Complaint Quickly
SINCERE APOLOGIES GET YOU FAR IN LIFE AND IN BUSINESS
Recently, a few friends and I dined at a popular restaurant in town. Everyone placed their entree orders and I specifically requested that nuts not be included in my entree. I was told that my request could easily be accommodated.
When our food arrived, not only did my entree include nuts, it seemed as though an extra portion was sprinkled onto it.
I asked the server to come to our table and explained that I requested an entree sans nuts. The server offered an insincere, “Oh. Sorry.” Since she did not offer a menu, I said asked to see a menu because I desired to order an entree that did not include nuts as part of the meal. The server returned and tossed the menu onto the table instead of handing it to me. My table guests watched in absolute amazement and could not believe the attitude of the server.
“The control center of your life is your attitude.” — Author Unknown
In my job, I observe behaviors on a regular basis and use positive and negative real life customer service stories to train sales representatives, receptionists, customer service call center representatives, help desk analysts, and various levels of executive management how to change negative attitudes into positive which not only benefits the customer and the employee, but will have a direct effect on the reputation of their organization.
Among other things, I have found that body language sends non-verbal messages to those around you and has a direct relationship upon your attitude.
Whether we admit it or not, many people are judged by others in the initial moments of contact which establishes a lasting impression and impact on how successful or unsuccessful we are in business or in our personal lives. Our attitude speaks volumes about who we are before we actually vocalize anything!
I have had the privilege to speak to many organizations in various places to talk about providing exceptional customer service to every customer every time. A few times I received feedback from the audience stating that providing consistent exceptional customer service every time is a “common sense” act. I agree, it is a common sense act. The problem is that this “common sense” act is not implemented in many customer service transactions resulting in a loss of customer base, reduced profit margin, and producing low employee morale.
What does low employee morale have to do with poor customer service? If corporate profits suffer as result of a loss of its customer base, it is very possible that this will result in reduced/eliminated employee raises, reduced/eliminated profit sharing checks, bonuses, and other employee perks. These factors can have an adverse affect on an employee’s frame of reference on how they perform their jobs which, in turn, directly affects their customer service delivery.