Service recoveries

Opener

It’s important to keep your eyes open for customers who need help when something has gone wrong. Address issues quickly before they escalate by showing empathy, understanding the issue, and exceeding their expectations.

Key points

Q:  How can you show that you care and want to help?

A:  Remain calm | Let the customer explain their situation | Put yourself in the customer’s shoes | Acknowledge their feelings | Apologize if there was an issue | Don’t give excuses | Say that you want to help

Q:  How can you work with the customer to solve the problem?

A:  Ask questions to identify the root cause | Listen carefully | Repeat what you have heard to make sure you understand | Ask what we can do to make it right | Offer solutions and ask the customer for agreement

​

Q:  What extra steps can you take to make it an even better experience?

A: Be proactive | Check in with the customer | Give updates | Follow up to make sure the problem is solved | Thank them for their business

Wrap up

Saying that you're sorry for the situation, doesn't mean you're taking the blame. It simply means that you understand how they feel. Even if there is a problem, if we can turn it around for them, that customer will want to come back. Look for the customer who could use some help, and see how you can make a difference today.