When customers complain, they give you another chance to satisfy their expectations..
I love these three customer service tips from one of his books.
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Three Ways to show customers that you’re willing to go the extra mile for them.
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(1.) Use the 2F model. Let the customer vent.
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Then express your concern and acknowledge the customer’s feelings by using the words “feel” and “felt.”
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In most situations, words like those help you gain the upset customer’s attention so you can start resolving the situation.
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“I understand why you feel this way.I’m sure I would have felt that way too.”
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(2.) Acknowledge the inconvenience
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A simple apology can go a long way, if it is sincere and personal. “I’m sorry you had to wait” sounds better than “the company regrets the delay.”
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(3.) Follow up to see that the problem was solved. And always check with the customer to make sure the “fix” held up.
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Related: Losing customers is not a lost cause
and: Why did they leave?
