Take Recovery Skills to a Higher Level
Consider this approach when dealing with a disappointed customer. Your mission is not just to fix the customer’s problem or to keep their business. It’s to regain trust. Imagine the reaction of the customer when you slowly and sincerely state, “We don’t want to just regain your business – we want to regain your trust. So, what would it take for you to trust us again – you tell me.” This approach gives the customer the control they probably felt they’ve lost. Plus, since it espouses the virtue of trust – it’s less likely that they’ll attempt to take unreasonable advantage.
Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com
Today’s chuckle:
Love is grand. Divorce is ten grand.
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