« Keep Customers In The Loop About Business Hours - Small Biz Mentor Roundup | Main | How Saying Thank You Can Make Your Business Stand Out From The Crowd »

Jan 4
How Would You Salvage This Customer Service Stuff Up? Customer Service Recovery
button%20customer%20service.png

You own a boutique clothing store. A good customer has asked you to order a dress for her. It's for a special occasion.

She phones the week before, and you assure her all is on track and it will be there in plenty of time for collection.

You even check with the supplier who confirms the shipment has been despatched.

All is well until the box arrives and is opened. They have sent the wrong size. It's time to go into customer service recovery mode.

Customer Service Recovery - What Do You Do Next? 

1. Contact the supplier immediately. See if you can have the correct item couriered up at the supplier's (or your) expense for same day or next day delivery to the customer's home

2. Or see if they can arrange to have the item couriered from a neighboring store which has the item in stock

3. Contact the customer

4. Apologize and explain what has happened and what you have arranged. It's always best to discuss a possible solution upfront.

5. Take responsibility if you want to (depends on circumstances)

6. If it's not possible to get the item in on time,  offer the customer something of value which will still solve the problem or go part way to doing so. If you ran a hotel, you would possibly give a room upgrade. What can you offer in this situation?

7. Would the customer consider choosing another dress of similar or greater value? Perhaps you could also give her a gift voucher for a future visit as a sweetener. 

Customer Service Recovery Considerations
You are running a business, so you need to be realistic about how much the customer service recovery approach costs. But you don't want to lose your customer. Think of the value of that customer long term.

Worse still, you don't want that customer spreading a bad news story about your business.

Do you have a customer service recovery policy? 

How would you turn this customer service situation around? 

© Customer Service Image courtesy of Yvonne Russell at Grow Your Writing Business.com


1 Comments/Trackbacks




» A Tale Of Warming Up Your Customer Service Attitude from SmallBizMentor
<A href="http://ws.amazon.com/widgets/q?ServiceVersion=20070822&MarketPlace=US&ID=V20070822%2FUS%2Fallinfoabo0e5-20%2F8010%2F2554d597-d857-... [Read More]

submit a trackback

TrackBack URL for this entry:

post a comment

Name, Email Address, and URL are not required fields.





Comment Preview

« Keep Customers In The Loop About Business Hours - Small Biz Mentor Roundup | Main | How Saying Thank You Can Make Your Business Stand Out From The Crowd »

Advertise

Atlanta Locksmith - servicing small businesses in Atlanta.

Related Resources

Advertise Here

recent comments

    sponsored ads



    subscribe


    Prefer Email?
    Subscribe below-

    Enter your Email:


    Powered by FeedBlitz What's this?

    Current News

    Support This Blog

    blogroll


    Blognoggle

    business social media

    Use these fast growing business social media sites to promote your business, feature your products, spotlight your business leaders, create links, and drive traffic back to your company site, all for free!

    BIZZlogos - Add your logo - free link to your site
    BIZZphotos - Add photos of your products and people
    BIZZprofiles - Submit your profile and build your online visibility
    BIZZspotlight - Spotlight your business with free links
    BIZZvideos - Videos about businesses, products and business people.
    BIZZbites - "Digg" for Business - Submit your articles and posts

    Know More Media - Small Business / Home Based Business

    know more media network

    View Network Map

    Network Feed List (OPML)

    Know More Media Network
    Feed


    we support unitus

    PRWeb

    Influencer



    SmallBizMentor is a member of the Know More Media network of business related blogs.

    Here are some current headlines from some of our business publications:

    ProductivityGoal

    CallCenterScript

    AdHurl

    TheBizofKnowledge

    LandingTheDeal

    CustomersAreAlways

    HealthCareVox

    BrainBasedBusiness

    TheInsurancePolicy

    MarketingBlurb