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How can you stop service failures from ruining your reputation?

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Service failures are inevitable in any business, but they can have a lasting impact on your reputation if you don't handle them well. Customers expect you to deliver on your promises, and when you don't, they may feel angry, disappointed, or betrayed. How can you stop service failures from ruining your reputation? Here are some tips to help you manage and recover from service failures effectively.

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T Abhishek Rao / LSS Green belt / ICA

Manager External Investigative Reporting / AML / Investigation specialist / Persuing CAMS / Money Mule detection expert…
Christine Obiya-Nordstr?m

Communication Specialist || Marketing & Sales Specialist || Event Management || Mentor || Coach || Storyteller.
Imran Dahelvi

Revenue Management | pricing, promotions and yield data to maximize revenue.

1 Understand the causes

The first step to prevent and resolve service failures is to understand what causes them. Service failures can occur due to various factors, such as human error, technical glitches, miscommunication, or external events. You need to identify the root causes of service failures and analyze how they affect your customers' expectations and satisfaction. By doing so, you can take corrective actions to fix the problems and prevent them from recurring.

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Christine Obiya-Nordstr?m

Communication Specialist || Marketing & Sales Specialist || Event Management || Mentor || Coach || Storyteller.
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? Feedback should be promptly received after the experiential of the product/service offer. ? Competitor regular market intelligence analysis and brainstorming to benchmark the competition offer based on customer leads, is an underscore. ? Crisis can be managed applying the SMART acronym.

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Imran Dahelvi

Revenue Management | pricing, promotions and yield data to maximize revenue.
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An example of third party services keeps failing then it’s time to look for a new reliable service provider with more advance technology.

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Sarmad Fraz

Customer Service Specialist @ TurboDebt | Written Communication Specialist
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- Gather feedback from various social media channels. Social media feedback is always unfiltered and unbiased. - Use the collected feedback to recognize a pattern in your services. - Use the experts of the field in your company to fix the pattern that is pushing the customers away. Collect insights from your best employees and come up with a strategy. - Apply the strategy. - Collect feedback again and repeat the whole process if required.

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2 Apologize sincerely

The second step to stop service failures from ruining your reputation is to apologize sincerely to your customers. Apologizing is not only a courtesy, but also a way to show empathy and accountability. Customers want to feel that you care about their feelings and that you take responsibility for your mistakes. When you apologize, be specific, honest, and respectful. Avoid making excuses, blaming others, or minimizing the impact of the service failure. Acknowledge the customer's frustration and express your regret for the inconvenience.

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T Abhishek Rao / LSS Green belt / ICA

Manager External Investigative Reporting / AML / Investigation specialist / Persuing CAMS / Money Mule detection expert / Financial crime / Investigative Reporting/ Ex-Indigo /Ex-IBM Daksh /Former state level cricketer
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One thing I have found helpful is to be prompt to give your 100% attention to the customer and always show emphasis to them.. I strongly believe that to retain the customer or client trust we should learn from our mistakes and be wise enough to provide them the best of the services as per their requirements

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Sonja Owens

Trust Specialist at Synovus Trust Company
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When you are apologizing, choose your words wisely avoiding phrases that are impersonal. Make a connection with the customer empathizing with them. Accept complete responsibility for the failure and ensure that you will resolve the issue completely.

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Imran Dahelvi

Revenue Management | pricing, promotions and yield data to maximize revenue.
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Always listen to the customer feedback, especially the feedback for improvement. Apology with compensation or future compensation works the best!

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3 Offer a fair compensation

The third step to stop service failures from ruining your reputation is to offer a fair compensation to your customers. Compensation is a tangible way to demonstrate your goodwill and restore your customers' trust. Compensation can take various forms, such as refunds, discounts, vouchers, freebies, or upgrades. The type and amount of compensation should match the severity and frequency of the service failure, as well as the customer's expectations and preferences. When you offer compensation, be generous, flexible, and timely. Don't make your customers wait or beg for compensation.

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Imran Dahelvi

Revenue Management | pricing, promotions and yield data to maximize revenue.
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Agreed if the mistake was done, apologize and instant compensation will end further discussion and will keep good relationships with customers.

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4 Follow up and follow through

The fourth step to stop service failures from ruining your reputation is to follow up and follow through with your customers. Following up and following through means that you keep your customers informed of the status and progress of the service recovery, and that you deliver on your promises. Customers want to see that you are committed to resolving the service failure and that you value their feedback and loyalty. When you follow up and follow through, be proactive, consistent, and courteous. Don't leave your customers in the dark or make false claims.

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Imran Dahelvi

Revenue Management | pricing, promotions and yield data to maximize revenue.
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Maybe send your customer small survey once a month. Ask them for feedback regarding service level and update your customer for new features or new services regularly.

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5 Learn and improve

The fifth step to stop service failures from ruining your reputation is to learn and improve from the service failure. Learning and improving means that you use the service failure as an opportunity to enhance your customer service management skills and processes. Customers want to see that you are willing to change and grow from your mistakes and that you strive to provide better service in the future. When you learn and improve, be open, humble, and collaborative. Don't repeat the same mistakes or ignore the lessons learned.

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Imran Dahelvi

Revenue Management | pricing, promotions and yield data to maximize revenue.
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By fixing root cause for the mistake and loopholes.. maybe market your product such that gives your customers confidence with the service you are providing.

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6 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?

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How can you stop service failures from ruining your reputation?

1

2

3

4

5

6

1 Understand the causes

2 Apologize sincerely

3 Offer a fair compensation

4 Follow up and follow through

5 Learn and improve

6 Here’s what else to consider

Customer Service Management

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How can you stop service failures from ruining your reputation?

1

2

3

4

5

6

1 Understand the causes

2 Apologize sincerely

3 Offer a fair compensation

4 Follow up and follow through

5 Learn and improve

6 Here’s what else to consider

Customer Service Management

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感谢您的反馈

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