STEP SEVEN
Recover from Mistakes Gracefully
OVERVIEW
- Apologize
- Fix the problem
- Offer something of value
- Follow up
Recovery is making good on a mistake. No matter how hard you try, you, or the company you work for, can make an error. Think of a mistake as an opportunity to regain the customer’s loyalty. As you read in Step 2, customers who have a problem that gets resolved are actually more loyal than those who never had a problem at all.
The following are ways you can increase the probability that a customer will be forgiving.
Apologize
When you apologize, you are recognizing that a customer is dissatisfied. You are not necessarily apologizing for something you did, or even something that the company did. Maybe the customer had to walk ...
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