How do you evaluate your customer service recovery?

In my experience, there are 3 ways to make sure you keep customers after a customer service failure: 1) Always apologize to the customer and take responsibility for the failure - even if it wasn’t your fault 2) Offer more than one solution to the customer to give them a choice - it helps them feel like they have some control over the outcome 3) Confirm the solution and give the customer an unexpected item of value (discount, companion item, etc) Your goal is to make sure your customer feels, heard, understood and cared for. If you can build a positive relationship with that customer when something goes wrong and make it right, they’ll be a loyal customer for life.

Simplification, clarity-and your personal touch is the winning ingredients, that is what all stakeholders delve their DNA into .This leads to winning bonds, friendships, and people always at the center. I have 40 years of experience of this magic in my veins!!!

Once a mistake is made, transparency is key- on both sides. Acknowledge what happened, apologize and correct the error, and then put processes in place to ensure it won't happen again. Staff need to know they have support, but the situation is also being taken seriously. Time shouldn't be wasted addressing a staff members shortcomings when we could be working through the customer service issue together. Any corrective action can be addressed once the situation is handled.

In my experience staying calm and solution focused when an issue happens. If a deal goes south in my world. If I have set the expectations properly throughout the process then the situation and relationship normalizes quickly on its own. Making sure my client feels no matter what that I did everything I could. I also want to make sure I let them properly vent the problem. So that I can ensure that the issue with proper expectations will not reoccur. Admitting fault or taking ownership of the whatever happened is also critical in customer recovery. Regardless if you had any fault. People want to do business with people who are human. That can make mistakes but also admit them and show and work to improve.

Exactly, I consider empathy and effective communication the most important parts of the customer service recovery process. Demonstrating understanding, acknowledging the issue, and providing a solution while maintaining a positive and respectful tone can greatly enhance the customer's satisfaction and loyalty. Last but not least, always apologize for the bad moment/experience (even if it wasn’t the company’s fault)

Identify where we failed as a service provider. Go the extra mile by seeing what could have been done better. Getting customer feedback. Seeing the level of authority, if we are able to offer compensation, if the downfall may have affected the customer, as a gesture to say, we are sorry and we care. Most importantly, educate the customer. Not always a business is at fault, but muck ups happen due to a lack of customer education. Whilst enlightening the customer with how exactly something works, we could offer some freebie, or merchandise or treat the customer for being loyal.

Follow up and follow through! Check back in everyone forgets now and then. When you follow up you show you have not forgotten about them and you follow through on what you said you were going to do. Go the extra mile ask if there is any other way you could be of service?

we need to avoid making excuses or blaming others for negligence of the issue, sincere apology and acknowledging the customer's problem will do half of the work, rest assure customer that you are taking responsibility and looking into the matter, if issue can't be resolved the way customer wants then try to offer alternatives solutions for their problem and offer something extra services or goodies/products as gifts to make them feel valuable. Regular follow up and survey with the customer is definitely the best effort.

In my experience surveys and associate opinion metrics can provide great data, but for service recovery.. the incident management, and monitoring aspect of recovery becomes paramount. We can and should identify the failures from the customers perspective: How long did it take for someone to take charge once someone called in the issue? Improvements can be made in response times, in the methods used to diagnose and seek out root causes. How long until someone noticed there was an issue? Beyond service monitoring software, we need to train and coach customers to advocate for issues, be the front line themselves and be armed with the power to get support, or get the right team to respond.

Never shame anyone, most of the time they are kicking them self for making the mistake in the first place. We learn the most when we overcome mistakes. Be straight forward ask what you could do to support you employee or team mate so mistakes are not repeated you will learn even more about a person by the caliber of their answers to mistakes.

Great Communication = Great Customer Service Always. In the age of text, email and zoom. Communication on the phone or in person will always outweigh the artificial way. Always return your voice mails, leave voicemails and keep your voicemail unfilled.

There is nothing more exasperating than automated customer service. It's the biggest turn off. If I could I'd refuse to conduct business with companies that refuse to use real people for customer service. We will always support our economy and the face of our company by using real people. Screaming "representatives " then getting hung up on is beyond frustrating.

Respond as quickly as possible One of the biggest factors in good customer service is speed, especially when a client is requesting something that’s time sensitive. Which ever communication channel you choose either through phone calls, email, chat, social media messaging, always response and close the ticket completely and timely.

One thing I never tell a client is that “I understand”. I am not experiencing their situation; therefore I do not understand. What I do say is “I’m sorry that we failed you. Please give me the opportunity to research the issue so that I can correct it.” If you need to call them back - do it. Within the timeframe you provided. If you don’t follow up when you say you will, you’ve failed them again.

Any customer need more and more attention from the frist step in dealing with him to last step so must any one working in sector of telecommunication must learn alot of skills such as communication skills ,solve problems skills ? personality skills and soft skills in general