Over at OPEN Forum, ARMA loved a recent article where Julie Rains skillfully dissected a recent high profile customer service gaffe that just got worse and worse that more you read about it. She picks apart the scenario and highlights why those mistakes can be critical missteps for any company. Well worth the read.
To flip her missteps into must-have customer service techniques, always remember to:
- Respond carefully to customer inquiries.
- Address customer service mistakes immediately, never try to justify them.
- Slow down after a mistake and do your best to finish everything right, so the mistakes don’t pile up.
- Acknowledge the value of your first impressions, but be nimble and ready to adjust them if they prove incorrect.
She finishes with some pointers on avoiding “unrecoverable mistakes.” Head on over and check them out.