Take Ownership of Customer Complaints
Turning Customer Complaints into Positive Experiences
Compare three employees who receive complaints from customers about the building’s icy sidewalk.
Biff: “I know! It a good thing I didn’t slip!”
Bill: “Sorry, I’ll contact the janitor.”
Buffy: “Sorry, I’ll take care of it right away.”
Buffy then contacts maintenance and ensures the issue is resolved. When maintenance finishes – they inform Buffy. She then phones the customer, “Just wanted to let you know that we cleared up the ice. Thanks again for informing us – you may have prevented an injury.”
The Result: Buffy transforms an unhappy customer into a loyal fan simply by taking ownership, acting quickly, and following up. A little effort goes a long way in creating positive experiences for customers.
Today’s chuckle:
If things get any worse, I’ll have to ask you to stop helping me.
Written By Jeff Mowatt (original content – not AI generated)
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Jeff Mowatt is a customer service speaker, customer service & sales trainer, a business communication strategist, award-winning speaker, and best-selling author.