how to restore customer confidence and regain goodwill after a dis-satisfying experience customer...
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How to restore customer confidence and regain goodwill after a dis-satisfying experience
Customer Recovery
The famous “Mona Shaw”
How the Company Failed Mona
• Receptionist wasn’t equipped to deal with exceptions
• Mona felt ignored• No expression of apology or empathy• Left her feeling helpless
Adapt and
Respond
Adapt and
Respond
What we’ll explore today Exactly what it takes to restore
customer confidence after a problem
The 7 Golden Rules for Problem Resolution
Helpful phrases for dealing with unhappy customers
5/11/17
CompanyProblem
Customer
CompanyCustomer
Problem
THE PROBLEM IS RARELY/NEVER THE PROBLEM.
THE RESPONSE TO THE PROBLEM
INVARIABLY ENDS UP BEING THE REAL
PROBLEM.
The problem is not the problem.
Follow-up
“Plus 1”
optional
Own & Resolve
Apologize
Acknowledge
What It Takes to Make Peace and Regain Goodwill
Don’t challenge the customer, respond to emotions, express empathy
Offered regardless of fault
Follow-through, work to resolve on the spot
Surprise and delight
The Golden Rules for Problem Resolution
1. Acknowledge and express appreciation
2. Show empathy
3. Apologize
4. Have a sense of urgency
The Golden Rules for Problem Resolution
5. Ask for the necessary information
6. Provide assurance
7. Own and resolve
7.5 When possible, Surprise and Delight!
Acknowledge customer’s position and
express appreciation
#1
Express Empathy
#2
Apologize
#3
Have a Sense of Urgency
#4
The Psychological Aspect of Problem Resolution
1. Acknowledge and express appreciation
2. Show empathy
3. Apologize
4. Have a sense of urgency
Ask for necessary informatio
n
#5
Provide Assurance#6
Own and Resolve
#7
Surprise and delight
When possible….
#7 1/2
Helpful Phrases for Dealing
with Unhappy Customers
handout
Summary• Adapt and Respond• The psychological aspect of problem
resolution• Acknowledge and apologize• Empathize• Surprise & delight when appropriate
Adapt and
Respond
Adapt and
Respond
Summary• Adapt and Respond• The psychological aspect of problem
resolution• Acknowledge and apologize• Empathize• Surprise & delight when appropriate
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