Almost anyone who’s been in a customer service position has run into either an irate caller or 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!
| 1 | 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. |
| 2 | “I’m sorry” does work. Every once in a while, I hear from CSRs who tell me they don’t ... |
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