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Wednesday, August 26, 2015

Customer Service Failure and Recovery

One of the worst things a business can do is lose trust and credibility with their customers. It happens all the time and it can lead to a lifetime of lost sales. Each customer should be treated with respect and poor customer service shows that the customer not only not important but also artificially inflates the need of the company and/or the employee. When service "slip ups" occur a faster recovery is necessary to keep the revenue stream.

Customers are spending their money and time and desire to be treated with respect. As purchases are either based in their self-perceptions or needs poor customer service leads directly to a sting of the ego. It is kind of hard to get them to make additional purchases if that ego sting destroys the excitement and enthusiasm of buying the product in the first place.

It is important to understand that a single service mistake can damage the impression of the entire business. Perhaps they had great customer service throughout the entire process but it was the last person on the phone that did the absolute wrong thing. In this case, all of the great care the customer received went out the window.

People don't differentiate between an individual and the organization. A single rude interaction with a company worker represents the entire organization in the mind of a paying customer. The best way to enrage someone is to devalue them and their worth. Providing perfect customer service delivery every time is important for retaining business and earning big dollars.

Recruitment and training are essential for customer service delivery development. Without the right kind of personality coming in training will do little to change their perception of themselves versus others. Once you hire the right kind of personality it is necessary to train them on how to handle customers and how to fix problems. Customers want an immediate solution to calm the nerves and will stew about problems the longer they fester under a lack of representative conciseness.

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