How can you improve communication skills for better service recovery and retention?

1 Listen actively and empathetically

The first step to effective service recovery is to listen to your customer's complaint or feedback with attention and empathy. Active listening means that you show interest, ask questions, and paraphrase what you hear to confirm understanding. Empathetic listening means that you acknowledge your customer's feelings, emotions, and needs, and express sympathy and apology. By listening actively and empathetically, you can show your customer that you care, respect, and value their opinion, and that you are willing to resolve the issue.

3 Follow the LEARN model

The third step to effective service recovery is to follow the LEARN model, a five-step process that helps you address and resolve customer complaints. LEARN stands for Listen, Empathize, Apologize, Resolve, and Notify. Listening actively and empathetically to your customer's problem, empathizing with their feelings, and apologizing sincerely are all important aspects of this process. Offering a solution that meets their needs and expectations and explaining how you will implement it is also crucial. Finally, following up with your customer to confirm that the issue has been resolved, thanking them for their patience and feedback, and asking for their satisfaction can help you demonstrate your professionalism, competence, and commitment to customer satisfaction. By following the LEARN model, you have the potential to turn a negative experience into a positive one.

4 Seek feedback and improvement

The fourth step to effective service recovery is to seek feedback and improvement from your customer and yourself. Feedback is a valuable source of information that can help you learn from your mistakes, identify areas of improvement, and prevent future service failures. You can seek feedback from your customer by asking them to rate their experience, fill out a survey, or write a review. You can also thank them for their feedback and reward them with a coupon, a discount, or a freebie. You can seek feedback from yourself by reflecting on your performance, asking for feedback from your supervisor or colleagues, or taking a customer service training course. By seeking feedback and improvement, you can show your customer that you value their opinion, respect their loyalty, and strive to exceed their expectations.

5 Build rapport and trust

The fifth step to effective service recovery is to build rapport and trust with your customer. Rapport is a feeling of connection and mutual understanding that can enhance your communication and relationship with your customer. Trust is a belief in your honesty, reliability, and competence that can increase your customer's confidence and loyalty. You can build rapport and trust with your customer by using their name, showing interest in their personal or professional life, sharing commonalities or experiences, giving compliments or recommendations, and being consistent and transparent. By building rapport and trust with your customer, you can create a positive impression, a lasting bond, and a repeat business.

6 Communicate proactively and regularly

The sixth step to effective service recovery is to communicate proactively and regularly with your customer. Proactive communication means that you anticipate and prevent potential problems, inform and update your customer about any changes or delays, and offer assistance or support before they ask. Regular communication means that you keep in touch with your customer throughout the service recovery process, confirm their understanding and agreement, and remind them of the benefits and value of your solution. By communicating proactively and regularly with your customer, you can reduce their frustration, anxiety, and uncertainty, and increase their satisfaction, trust, and loyalty.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?