We all try to do things right. No one sets out to do wrong when servicing customers. But mistakes do happen. When this happens, so does the opportunity to improve customer loyalty and build valuable goodwill.
When something goes wrong, most people merely want to be heard and acknowledged. So, listen actively, apologize sincerely, don’t make up excuses, then ask what you can do to make it right.
Service recovery is a proven strategy and an investment that will make you bounce right back to credible and trustworthy.