If a team member ‘keeps disappointing’ customers, it likely means there has already been time to assess and address the issue, yet improvement hasn’t been achieved. At this stage, it may be necessary to consider parting ways. Although I’m not typically an advocate of the ‘hire fast, fire fast’ approach, it’s essential to recognize that staying too long with the wrong fit can lead to even greater losses. Disappointment is one of the most destructive emotions a customer can experience, with a significant impact on value and trust. As a CX leader, it's crucial to quickly address any situations that erode the customer experience—even if this means making difficult decisions regarding the team.

Turning things around is all about going the extra mile! ??♂? After fixing the stuff that was broken - follow up with the customer to show you care about their overall experience. ?? It’s not just about solving the problem, but making sure they leave feeling valued. #CustomerCare #ClientSuccess #CustomerExperience

Have an empathetic, one-on-one conversation with the team member. Explore root causes: lack of training, communication breakdowns, or unrealistic expectations. Identify areas for growth and develop a corrective plan. Encourage ownership and accountability: “How do you think we can improve?” or “What would you do differently next time?" Collaborate on a recovery plan for affected customers. Listen to their concerns, apologize sincerely, and offer tangible solutions. Empower the team members to make things right, fostering a sense of responsibility. Monitor progress, provide feedback, and celebrate successes. Consider additional training or coaching to bridge skill gaps. Remember, customer satisfaction is a team effort!

When a team member struggles with performance but has the right attitude, I’m a big believer in using Performance Improvement Plans (PIPs) for the right reasons. If a CS rep has great rapport but poor outcomes due to inefficiency, a well-structured PIP can work wonders. The key is using the right data to identify the problem and set clear, achievable goals. When introduced correctly, PIPs empower the employee to improve, rather than feeling like a punishment. ?? At the same time, I personally reach out to disappointed customers to rebuild trust. Balancing internal development with customer recovery leads to wins on both sides. ??

well ,I think If a team member keeps disappointing customers, it’s super important to step in and have a chill chat with them. I’d go over the feedback together, helping them see where things went off track without making it awkward. Then, we can brainstorm some better ways to handle those situations in the future. It might also help to shadow someone who’s nailing it to pick up some tips. Plus, I’d encourage them to reach out to the customers directly to apologize and show they’re working on it. Keeping it supportive and positive can really help turn things around. Thank you