We have posted several videos on here that talk about exceptional customer service. I like those. They show us what each of us can do (if we choose to) to make a difference in our customers day. Great reminders.
But what happens when the inevitable challenge does happen? What happens when we do mess up and there is (or has been) a real challenge?
I tell our team that this is when we have a real chance to shine. Mainly because this is where most companies totally drop the ball.
Here is Seth Godin talking about what a complaining customer really wants...and it's not a refund.
What are you doing when your customers complain?
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