The Creative Art of Customer Service Damage Control by Karon Thackston

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The Creative Art
of Customer Service
Damage Control

by Karon Thackston

Ooops! It happens to the best of us. You certainly didn't mean to, but you've managed to make a customer angry. Now what do you do?

No one is exempt from those problems that creep up from time to time. It's inevitable. Mistakes do happen. The important part is how you recover. These steps will give you some guidelines for smoothing over the rough places.

Apologize First and foremost. If the problem is your fault, let the
customer know that you recognize your error and are sorry. If
the problem is not your fault, apologize for any inconvenience or miscommunication. The customer need not hear a lecture about company policy and how the entire incident could have been avoided if... Allow your customer to save face.

Focus on the Solution, Not the Problem: It's easy to point fingers when a mishap has occurred. However, trying to determine who's to blame will not solve the problem. It's best to focus on resolving the customer's complaint first and later researching where the incident
originated.. If the customer insists on pointing fingers at you, simply apologize again and change the subject back to problem solving.

Quickly Correct The Error: The more speed incorporated into correcting the situation, the better. If a shipment didn't go out in time, offer to send the package two-day air or overnight express. If the information wasn't emailed, let the customer know it will go out within the hour. Showing your customer you understand their predicament and are willing to help ease the pain will go a long way.

Follow Up This is key! Call the customer to make sure the replacement was received or that the technician arrived and
corrected the problem. What a wonderful way to let the customer know you really do care about them!

And finally...
Go the Extra Mile: If the problem was indeed your fault, and was of considerable magnitude, go above and beyond to let the customer know you're truly sorry. Send a little extra surprise. There are a few things to remember when shipping favors...

1. Do it quickly. It will lose its impact if sent several weeks after the incident occurred.

2. Make it personal. Don't send golf tees to a fishing fan.

3. Make it inexpensive. There are many ways express yourself
without breaking the budget. Try a small arrangement of flowers, movie tickets, candy, etc.

4. Make it consumable. A gold-plated business card holder is nice, but each time someone comments on its beauty your customer is likely to relive the tale of how he/she got it. Sending a consumable surprise makes an impact and then allows the mishap to be forgotten.

Using these techniques will afford you a little more
comfort knowing you have a plan of action... just in case!

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Karon is Owner and President of KT & Associates who offers targeted copywriting, copy editing & ghostwriting services. Subscribe to KT & Associates' Ezine "Business Essentials" at
BusinessEssentials-subscribe@topica.com or visit her site at
http://www.attractandkeepcustomers.com
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