CUSTOMER SERVICE MISHAPS – DO YOU HAVE A PROCESS FOR QUICK RECOVERY?

Service recovery is a big issue for many businesses. Service mishaps happen all the time, but how often do they happen in your business? Are you keeping track? When it does happen, you can’t mess around. Your employees need to be empowered to recover as quickly as possible, show the customer you care and make it right. When you recover quickly with concern, it will most definitely get the attention of your customers. They will understand you care and appreciate that you can deliver on what you promise and enhance their loyalty to your brand.

Here are five simple tips to implement that will enable your employees to recover from a service mishap quickly:

 

Branded Service Moments of Truth

By Carol Chapman, Principal & Co-founder, The Brand Ascension Group

Most people have heard the term Moments of Truth. These are those defining moments when customers evaluate whether or not you Walk your Talk as a brand and declare “This is great—I’ll be back” or “Nada – don’t’ think I’ll return”.

I’ve recently come to believe (based on my experience) that there are very few brands that hire and train their employees for behaviors that reflect their brand. I think that most businesses just take it for granted that their employees know how to interact positively with their customers.

When an organization’s marketing messages promise something to their customers but the actual experience is short of living up to that promise, that’s when organizations need to be aware that this impacts how your brand is perceived –big time! Why are less and less organizations concerned about how their employees are showing up and behaving during service interactions? Consider the following scenarios that I experienced recently with a couple of online retailers: