7 Steps to Service Recovery – Above & Beyond the Irate Customer

7 Steps to Service Recovery – Above & Beyond the Irate Customer

By Nancy Friedman, President Telephone Doctor Customer Service Speaker Almost anyone who’s been in a customer service position has had the opportunity of running into either an irate call, person or a situation that, shall we say, is not pleasant. And even though it may not even be our fault, we still need to know how to recover the situation. Here are the Telephone Doctor’s 7 Steps to Service Recovery that will help make your day a better one!  It IS your responsibility. If you have answered the phone on behalf of the company, you have indeed accepted 100% responsibility. At least that’s what the caller/customer believes. So, get off the “it’s not my fault” syndrome. And get on with the “what can I do for you?” position. “I’m sorry” & “I apologize” DOES work. Occasionally I hear from folks and they tell me they don’t feel they should say “I’m sorry” when it wasn’t their fault. Well, in the customer’s mind, it is your fault. Saying you’re sorry won’t fix the problem, but it does help to defuse it immediately. Try it. You’ll see. Sympathize immediately. When someone is angry or frustrated with your company or product, the one

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