Business Gems: Small but Brilliant Tips!

How Good Are You at Service Recovery?

As hard as you might try, you can’t get it right 100 percent of the time, so how do you take the sting out of possible consequences when you do have an unhappy customer?

Customer service consultants Peggy Morrow and Associates say that listening carefully and completely to the customer’s problem is the first step in the recovery process. It’s important to convey through eye contact and facial expressions that you take the complaint seriously and intend to take action. Also ask questions to determine exactly what happened to upset the person, and solicit his feedback on what he’d like to have done about it.

If you handle a situation like this promptly and with finesse, you can still have a very satisfied client. Research shows that a customer whose complaint is satisfied will probably use more of your product or service than he did before the problem occurred.

Source: Inc. Magazine Online, www.inc.com

Quotes
  • "Don't wish it were easier; wish you were better. Don't wish for fewer problems; wish for more skills. Don't wish for fewer challenges; wish for more wisdom."

    —Jim Rohn

  • "Brains, like hearts, go where they are appreciated."

    —Robert McNamara

  • "Good management is not what happens when you are there but what happens when you are not there."

    —Ken Blanchard

  • "Vision without action is a daydream. Action without vision is a nightmare."

    —Japanese proverb

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    Sandy Todd Webster

    IDEA Author/Presenter
    Sandy Todd Webster is Editor in Chief of IDEA's publications, including the award-winning IDEA FI... more less
    October 2002

    © 2002 by IDEA Health & Fitness Inc. All rights reserved. Reproduction without permission is strictly prohibited.

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