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Answer from our Guest Expert Donna Hall of The Right Answer, Customer Service Consultants


Guilty as Charged!

When biz owners or their employees make a mistake in dealing with customer concerns or problems, it's critical to plead guilty as charged. Then, turn the sticky situation around as quickly as possible. No matter how bad a day you're having, never let customers know you're flustered or frustrated. It simply backfires -- and it'll leave egg all over your face. Nothing will get done when both you and the customer are in a bad mood.

Sharpen Your Silver Tongue

Remember, choose your tone and words carefully. You attract more bees with honey! Even a definite "no" can be received and accepted, if it's served up with just the right words. To help you do this, don't take customer comments to heart. It's a conversation between the two of you, but be a service pro and let negative comments roll off your back. Internalizing insults will only give you a sour stomach. Instead, look for solutions to accentuate the positive.

Apologize if you need to and offer another solution to the problem. No matter what, look for resolutions.

Crown the Customers

Give customers the distinct feeling they're valued. Letting customers know they're important can take the edge off any service problem. Simply validating their value as a paying patron helps to level the tension and let them know you care about their feelings. Isn't that what we're all after? Treat your customers like royalty. Be respectful and gracious. Eating some humble pie never hurt anybody!

Lastly, never assume that you'll have another opportunity to right a wrong. It's one strike and you're out for some customers who'll simply take their business elsewhere. And that's bad news.

Hope this helps you overcome and learn from your customer service nightmare. Here's to more customer service happy endings!

Donna Hall

The Right Answer - Customer Finessing Experts

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