Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"

How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category of customer service. Many companies fit into the "mediocre" (average) category where indifference and defensiveness best describe their operation.

Are you sure this is not you?

Recently I returned from a business trip and was not pleased to find that two books I'd ordered three weeks before had not yet arrived, despite a promise from the book vendor that they would be delivered in five days. I was naturally upset and called the book vendor's long-distance number.

While I firmly told the lady who answered the phone how unhappy I was about their failure to deliver, and how this had greatly inconvenienced my schedule, she interrupted me right in the middle with: "Just a minute sir,you'll have to talk to customer service"

I said: "I'm sorry I thought you worked there'

She said: "I do"

I said: "Oh, I see, but you're not in customer service?'

She said: "That's right" (How interesting!)

I said: "Well, I guess you'd better put me through to customer service then"

She said: "They've gone for the day" I heard indifference in her voice.

Not wishing to deny her the opportunity to take charge of the situation, I said: "What should I do?"

She said: "You'll have to call back tomorrow" (Isn't that special!)

No customer service recovery here. Only indifference and buck-passing - the symptoms of a mediocre business that tolerates less than outstanding customer service. Do you think I still do business with those people? Certainly not. Not when their competitors are just dying to steal me away! Not when I have many other options!

Contrast that mediocre service with the response from my Internet service provider, Netvision, in Wichita, Kansas. Some time ago, during their changeover of equipment, I was unable to access the Internet or my e-mail at the weekend for over an hour, which was unusual.

When I eventually called the office on Monday to complain, the lady in charge, Melody, was most apologetic, explained about the equipment change, told me what she was going to do, got back to me in fifteen minutes (as she promised) with an update, and when all was fixed, she gave me her home number in case this ever happened at the week-end again. Wow!

And the piece de resistance - on my next bill the monthly charge was waived!

So, what was the difference here? The first company didn't have a customer service recovery program or policy, even though they probably think they have - and their brochures and publicity tell us they're the best! The second company, Netvision, walked the talk, knew why they were in business, knew that the customer has many choices, and they had a system for customer service recovery.

How can you profit from a customer service recovery program?

· Make a list of things that could, and do, go wrong; show how they should be handled, and how to prevent them from recurring.

· Give your people the tools to do the job ?training, authority to take a decision, adequate equipment and materials, and information.

· At staff meetings, get employees' input on what improvements you could make to procedures that affect their ability to perform.

· Show appreciation and acknowledgment of the efforts and commitment of your people, especially when they handle difficult situations.

· Call some of your customers who've had a problem and ask them how your company scored in service recovery!

John Madden is an international speaker, trainer, and author of "Leap, Don't Sleep" (How to get different results by doing something different). He specializes in customer service, coaching skills for managers, stress management through humor, creative problem solving, and interpersonal skills. You can reach him at 1-800-689-6932 or 316-689-6932; email at john@LeapDontSleep.com; web site: http://www.LeapDontSleep.com

---

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

Got A Consumer Problem?

Millions of people, just like you, end up with a... Read More

Customer Service and The Human Experience

Historically, customer service was delivered over the phone or in... Read More

Be A Resource

What is one of the greatest ways to add value... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

Mastering Challenging Service Situations

During the course of everyday business, many of you encounter... Read More

What Every Employee Should Know About How to See Customers Problems from Their Creative Side

Customer Service is a blessing and a curse; a blessing... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

Communicating Value

Abstract: People buy for their reasons, not yours. This article... Read More

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend... Read More

The Added Value - Is YOU!

If there was a restaurant in your town that was... Read More

Losing Angry Customers

This article offers five ways to help you deal with... Read More

Absence Makes the Heart Grow Fonder

However, in the world of business, this cliché may not... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight... Read More

From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes... Read More

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally... Read More

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

Clients - What They Want from You

A growing number of individuals are finding themselves called to... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

Listening to Customers - 5 Tips

In a strange juxtapositioning of articles, this month's UK '... Read More

7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers

If you think customer relationship management is just a piece... Read More

What Do They Want Anyway?

You want customers. I want customers. We all want customers.... Read More

Dissatisfied or Rude Customers Can Be Satisfied Customers

On a recent airline flight I was an upset... Read More

Sales Marketing: 10 High Impact Ways To Improve Your Customer Service

If you want to last a long time in business... Read More

The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

With all of the recent data theft in the financial... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must... Read More

Create a Positive, Upbeat, Can-Do Workforce and Dazzle the Customer with Your Caring!

Given the choice of dealing with a positive, upbeat employee... Read More

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience... Read More