Apologize, make no excuses to deal with customer complaints

08/5/2013 | B2C Marketing Insider

An explosive customer reeling from a bad service experience is an emergency, and one that needs calm thinking, quick action and commitment from the entire service team, writes Sammy James, founder of Speak2Leads. He recommends apologizing without making any excuses, even if the problem wasn't your fault, and finding a way to a solution as quickly as possible. "Mistakes happen. How you handle a problem can make a world of difference," he writes. "Don't let your hard-earned customer relationships fall through the cracks because of a silly misunderstanding."

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