How to restore customer confidence and regain goodwill after a dis-satisfying experience

Customer Recovery

The famous “Mona Shaw”

How the Company Failed Mona

• Receptionist wasn’t equipped to deal with exceptions

• Mona felt ignored• No expression of apology or empathy• Left her feeling helpless

Adapt and

Respond

What we’ll explore today Exactly what it takes to restore

customer confidence after a problem

The 7 Golden Rules for Problem Resolution

Helpful phrases for dealing with unhappy customers

5/11/17

CompanyProblem

Customer

CompanyCustomer

Problem

THE PROBLEM IS RARELY/NEVER THE PROBLEM.

THE RESPONSE TO THE PROBLEM

INVARIABLY ENDS UP BEING THE REAL

PROBLEM.

The problem is not the problem.

Follow-up

“Plus 1”

optional

Own & Resolve

Apologize

Acknowledge

What It Takes to Make Peace and Regain Goodwill

Don’t challenge the customer, respond to emotions, express empathy

Offered regardless of fault

Follow-through, work to resolve on the spot

Surprise and delight

The Golden Rules for Problem Resolution1. Acknowledge and express

appreciation2. Show empathy3. Apologize4. Have a sense of urgency

The Golden Rules for Problem Resolution5. Ask for the necessary

information6. Provide assurance7. Own and resolve7.5 When possible, Surprise

and Delight!

Acknowledge customer’s position and

express appreciation

#1

Express Empathy

#2

Apologize

#3

Have a Sense of Urgency

#4

The Psychological Aspect of Problem Resolution

1. Acknowledge and express appreciation

2. Show empathy3. Apologize4. Have a sense of urgency

Ask for necessary informatio

n

#5

Provide Assurance#6

Own and Resolve

#7

Surprise and delight

When possible….

#7 1/2

Helpful Phrases for Dealing

with Unhappy Customers

handout

Summary• Adapt and Respond• The psychological aspect of problem

resolution• Acknowledge and apologize• Empathize• Surprise & delight when appropriate

Adapt and

Respond

Summary• Adapt and Respond• The psychological aspect of problem

resolution• Acknowledge and apologize• Empathize• Surprise & delight when appropriate

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