What’s mood got to do with it?

‘It’s no big deal that we made the error; the customer wasn’t upset.’ Is that the criteria your team members use when deciding how to deal with mistakes? One of the tips I share in my seminars is how to recover trust with customers when things go wrong. Unfortunately, the common practice in many organizations when they make a mistake is to do the minimum required to fix the problem. Especially if the customer isn’t particularly upset. The right thing to do when there is a problem is not just fix the problem; it’s also apologizing and providing something extra to address the additional time, hassle, and possible money the customer had to spend to finally get what they originally paid for. The mood of the customer has absolutely nothing to do with it. Do your customers need to be angry before you do the ethical thing?

 Jeff Mowatt is a customer service strategist, Hall of Fame 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:

To err is human. To blame it on someone else is more human.

 

Like to forward or reprint this tip?

We have some options to make this easier for you. Click here for a printer-friendly  CDrom with all Jeff’s tips.  Click here for  Jeff’s book with 101 top tips.  If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so  providing  you include the bio and contact information after each tip or article.   Please also email a link to any tips or articles that you post on-line to info@jeffmowatt.com.

Copyright © JC Mowatt Seminars Inc.   All rights reserved.

Like to forward or reprint this tip?

Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates

REDUCE CUSTOMER CONFLICTS

Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.

Please enter a valid email address.
Something went wrong. Please check your entries and try again.