Before they frown: Have a Customer Service Recovery Plan in Place

Clients could be the livelihood of your business, but it does not mean you’re always going to need to manage them. Any retail owner can attest to this. The truth is, however rude or excruciating they are, the old adage still holds true… the customer is always ideal. So how can we cope with these customers? The trick is to find a way to neutralize their frustrations through great customer service, but before that make sure that you have a customer care recovery program in place.


Don’t take it personally

Rememberyour clients aren’t upset with you as a person; they’re frustrated with a specific company related issue. Be sure that you gently direct any crying or venting back to this issue and dismiss any unpleasant remarks made towards you. Especially in a small business setting, keeping a positive rapport with your customers is crucial.

Let the user get out it

Listen to what your customers have to say. It’s important not to talk over these be combative. Fighting fire with fire is unlikely to be productive. Instead, empathize with them and repeat back lots of the frustrations to let them know that you’re listening and attention. Furthermore, it’s essential to be sure that you understand the core of the grievances. From there you can begin to take care of the problems and determine how you would like to resolve them.

Break it down

This last part is perhaps the most crucial. Let your customers know step-by-step the forthcoming actions you will take and ensure you follow through. If you said you would call back within 2 days, then call within two days. If you ensure that the customer XYZ will happen, make sure it will. Keeping your promises together with great documentation of the interaction will help make certain you’re well prepared for anything else that may arise.

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By taking these 3 simple steps you are going to be able to defuse most situations and ensure a happy customer.  Remember, the customer is always perfect.

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