课程: Customer Service for Any Sector: Tips from a Hospitality Expert

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Rectifying your mistakes

Rectifying your mistakes

课程: Customer Service for Any Sector: Tips from a Hospitality Expert

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Rectifying your mistakes

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- In the fast-paced world of business, mistakes are bound to happen. We're all human and things can go wrong even for the most diligent professionals. But here's the thing, whether big or small, mistake can put you at risk of losing your customers depending on how you handle it. In this video, we will explore four simple steps to rectify your mistakes and retain customers. The first and most important step when you make a mistake is to apologize. Remember Elton John's famous song, "Sorry seems to be the hardest word"? It's true. In customer service, this word is not used enough. When you say sorry, you're not only empathizing with the customer, also taking full responsibility for the inconvenience they have experienced. A genuine apology can work wonders. If the customer is already calm, saying sorry right away helps them stay that way. And if they're upset, it helps diffuse their anger because it shows that you are…

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