The second skill that we have to master for service recovery is to take responsibility. That means that you got to tell the truth. So all you got to do is say, "Sir, we screwed up." "Mr. Tschohl, it's our fault." Instead of saying, "You know, it's the kitchen. These guys messed it up." "It's the county. Half these guys in the county don't have their act together." "Sir I don't believe you. You're probably lying."
The perfect example is Northeast Delta Dental. They did their homework. They communicate with their customers, their employees, and their community and have been doing so for the past 20 years!
I want to talk about service recovery, and the four steps that we can use to keep a customer from defecting. To take an irate customer, somebody's that's ready to kill you, somebody's that's telling you they're never going to come back... How do you flip that so that in 60 seconds the customer believes they're dealing with the greatest company and the greatest individual in the entire world?
I think the way to grow your business, to compete more effectively, and that's to provide an incredibly customer experience, so that your customers fall in love with your Telecom company. That means every single person, every single transaction has to be awesome. We have to educate and train our staff on the skills and the art of customer service.
I'd like to talk about the Service Strategy that you can use in your retail business to grow your business faster, to crush the competition, to take business away from your competitors. Everything that I teach is all built on what I call the incredible customer experience. To provide good customer service is not going to get you into the game. You have big box stores. You got competitors in retail coming from every possible direction.
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