How do you talk to customers after service recovery?

Failing your customer is a terrible feeling, but all is not lost. What you do next is critical. 1. Apologize using empathy, "I understand how frustrating this situation is." 2. Take ownership. Acknowledge that it's on you to fix this. 3. Find out why the issue happened in the first place. Keep your customer informed of the steps in that process. 4. Deliver a resolution that meets the customers needs in a step-by-step format. Explain what you will do, how you will do it and set those expectations. 5. Follow-up and check in. For the customer, its not the end. They want to see how you will continue to perform and deliver on the promises you made. Part of that follow-up should include the steps you've taken so that the issue won't arise again.

As I read this article, all of the ideas work and can be incorporated into my five-step strategy for handling complaints. 1. Acknowledge the problem. This only comes after listening (empathetically). 2. Apologize for the problem. 3. Discuss the resolution. If it can't be resolved at that time, what can the customer expect. 4. Act with an attitude of ownership. Defensive behavior erodes confidence. The problem or complaint may not be your fault, but it is your opportunity to resolve it. 5. Act with urgency. The faster you get to a resolution, the better - and more likely you are to restore the customer's confidence.

Empathy is a big weapon in the arsenal. To some it comes naturally. To others, not so much. If you do not know how to empathize, learn, because this is step one in winning back clients. Being able to meet them at their level, which at the moment is negative, and bringing them back up to a positive experience means a lot not just for saving this client, but overall retention of all clients. In my experience, I’ve found that the client wants to yell. Let them yell. Generally they’ll apologize for being so upset, and that’s the time to strike. They’ve let their guard down and now you can start to turn the conversation around. This is a good time to let them know you agree, and offer up suggestions to rectify the problem.

Listen & Act ..I believe if we listen to our customers feedback and Act on the same both qualitatively and most importantly timely we have a huge scope for customer satisfaction. Post this is done Communicating to the client on the steps took in the form of an intimation “We heard you” is crucial

I politely ask for their feedback using open-ended questions. They will most likely talk about the challenge the downtime caused them. I will apologize, empathize, and assure them of a lasting solution.

Be clear with how you're going to resolve the situation. And if you promise something, make sure you follow through! But even if you can't solve the issue, sometimes, acknowledging and validating their feelings is enough. Most people are understanding IF and when we admit we've messed up, as a company.

Feedback is a gift. Ask for it, and when the customer gives it to you, thank them and consider any suggestions they make. If you do make a change because of their feedback, let them know. They love this!

If you're not going to act on customer feedback, why even ask? Have a mindset to approach every problem as an opportunity opportunity to WOW your customer. When you listen intently, respond empathetically, apologize, and take appropriate corrective action to resolve the issue, your customer will feel valued and cared for. Evidence has shown that customers who were initially dissatisfied, but feel that the problem had been fixed, will return more often than satisfied customers, spend more money, and rave about you to others on social media.

By providing exemplary, interested, excellent service, one way or another, you've won 2/3 of the battle ???? ! ...The other 1/3 is their attitude derived from their self-emanating or oddly, most often idiosyncratic, perception(s). Corporate auspices usually initiates then adheres surveys and other quality assurance mechanisms to customer service employees who are in the front lines. Eventual evaluation, by management, is usually so summarily issued by management that the original meaning to the attempted findings is lost.

Just remember: You're representing the quality, standards and the solid service and product delivery of your organization. Exhort your influence in a persuasive, firm, meaningful yet definitely kind shining ?? way. Make yourself accessible never scarce !

A thank you goes a long way! "Thank you for giving me (us) the opportunity to make this better." Acknowledging that the customer made an extra effort also validates that relationship and is another step in rebuilding that trust. By doing that, your increase the chances of keeping that customer.

Always add personability, as if they're sitting at your desk. Don't want to treat them like a plain contact. You want to make them think and are, the stellar person they've contacted in just one day. This is where you and your organization can establish and buttress service as well as product differentiation. Thank them and wish them well. Even if the contact wasn't as expected, add an generic 'be safe, be well,' at the end of the contact. Goodwill never will hurt.

To a complaining customer, you are not a representative of the company. You ARE the company. So own it. Be the CEO of the moment. Listen empathetically, apologize, and resolve the problem. Take it personally. Take it professionally. Take it responsibly. Just don’t take it home. Allow the customer to vent. Angry or frustrated customers generally will not listen or accept your apology until they have an opportunity to voice their frustrations. Listen empathetically to complaints with the intent to take action, not to give an explanation. To a customer, your explanation is an excuse. Customers want action, not excuses. The customer is not always right. But the customer is ALWAYS YOUR customer. Do whatever it takes to make them feel right.

The goal is to not just fix a problem or resolve a complaint. The goal is to restore the customer's confidence to continue doing business with you in the future.