101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

SECTION FOUR
The Problem-Solving
Side of Knock Your Socks
Off Service

How we “recover” when things go wrong for customers is the litmus test of service quality, separating the professionals from the amateurs in customer care. When the customer’s Webordered product arrives in the wrong size or with missing parts, when the credit card company incorrectly charges a late fee, or when a restaurant meal is overcooked, the actions we take to soothe the customer and fix the problem determine whether those customers ever return.

But good service recovery isn’t only about having a kind heart or remaining calm in the face of customer meltdowns. It’s a product of well-conceived policies and procedures that empower employees to fit the right solution to the right problem for the right customer. It starts with acknowledging the customer’s pain and apologizing for any distress, then moves quickly into finding a “fair fix” for a problem and offering some atonement for the inconvenience, and concludes with follow-up to ensure that the situation doesn’t recur.

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