Providing great customer service is something that every business strives for. One of the biggest tests of this goal is when something goes wrong. It can be a real make-or-break time for the customer relationship.
How well does your business handle customer service recovery? A strong plan that addresses different scenarios and situations can be a huge asset to your company. Here are some of the elements of an effective customer service recovery program:
Practice active listening
It’s important to go beyond just hearing what someone says to you. Instead, listen attentively, paraphrase back what the person says and reflect on it, ask open-ended questions and stay patient in the conversation. All of these active listening techniques will serve you well as concerns with your customers are addressed.
Combine acknowledgment with an apology
Communicating that you are genuinely sorry for something negative event that has happened, and even saying that you let the customer down, is something that is key to good customer service recovery. It shows empathy for their situation.
Make the solution a dual creation
While speaking with the customer, work with them directly on the solution to the issue, through the lens of what their expectations may be. Make sure not to over-promise, but also make sure that the customer understands what you are going to do and what is going to take place.
Follow up every single time
Make sure when you follow through on the solution to work with your teams or others outside of the organization, if that is needed, to make sure that the remedy actually takes place. Also, make sure you communicate back with the customer about what has taken place. Verify that the action is successful.
Build true relationships
By simply listening and crafting solutions that meet the customer’s needs and preferences – and making sure those solutions actually take place – you can build a positive customer service recovery legacy for your company.
Working with any kind of customer requires a human touch, but it can also be boosted by technological means. At ARO, we’ve made it our goal to bring empathy to the collections process while still helping businesses reach their fullest potential. Find out more about what we have to offer businesses on our website.
