How to restore customer confidence and regain goodwill after a dis- satisfying experience Customer Recovery
Feb 23, 2016
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
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 Resolution1. Acknowledge and express
appreciation2. Show empathy3. Apologize4. Have a sense of urgency
The Golden Rules for Problem Resolution5. Ask for the necessary
information6. Provide assurance7. Own and resolve7.5 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 empathy3. Apologize4. 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
Summary• Adapt and Respond• The psychological aspect of problem
resolution• Acknowledge and apologize• Empathize• Surprise & delight when appropriate
Quiz titleQuiz subtitle