Every company, even those with a strong customer service avocation, has had a situation where a customer was unhappy or displeased with a situation. Can a company company correct this situation, after the fact? Emphatically, the answer is yes. Companies can always improve a bad customer service interaction.
Here are three crucial steps to resolving a customer service situation:
- Apologize to the customer and accept responsibility for the situation. Don’t try to shift blame or give excuses. That can serve to aggravate the situation.
- Work to resolve the situation, as soon as possible.
- Follow up with the customer to make sure the situation is resolved satisfactorily.
The sooner a company corrects a customer service complaint the sooner the negativity will be over. Some companies have mandates to resolve complaints within a set amount of time. This is good business. The longer a situation is unresolved, or unsatisfactorily resolved, the longer the customer has to become sour on the company and to spread the word about his/her unhappiness.
How do you correct customer service issues? How important is it for your company to resolve disputes quickly?