Have you ever had a transaction go terribly wrong, yet a sincere apology would have gone a long way to making the situation a little better?
Real World Story:
As a customer service professional, what would you do in the following scenario: I order a book from an online store—one book. I’m sent 12 books. Then I’m billed for 
35. Naturally, I become a little angry, so I pick up the phone and call customer service. I’d like a quick resolution to my problem, but first I would like to hear a sincere apology. However, what I get is “Sorry for the inconvenience, but it’s not my fault. That’s the fulfillment department’s fault. Let me transfer you over to that department. Oh, but they’re gone for the day, so you might want to try back tomorrow.”
Is that what you want to hear? Is that a great example of creating fabulous customer experiences? Probably not.
Strategies that Turn it Around:
When dealing with an irate customer….
- Allow your customer to vent. People want to be heard. People want to tell their story, especially if they have been inconvenienced and are upset.
- Offer a sincere apology. The key word here is “sincere.” People want to feel cared for, like someone is watching out for their best interest. We’ve all experienced a customer service professional who simply mumbles the words, “I’m sorry for the inconvenience,” with absolutely no meaning behind it.
- Repeat your customer’s problem. Repeating what you’ve heard, or think you’ve heard, lets your customers know you are paying attention and are invested in solving their problem. “I am so sorry for our mistake. Please allow me to right this situation. If I understand you correctly, you ordered one book, were sent 12 and were billed for 35. Is this correct?”
- Focus on a solution. The problem at hand may not be your fault, your department or your job to fix, but customers simply want a solution not a litany of excuses. If you must transfer customers to another department, make sure you inform the customer of which department, which employee and which number they should call should they need to follow up. Better yet, YOU call that department and wait until the appropriate person picks up, explain the situation, then let that rep take over.
Remember: Customers NEED you to care about their problems as much as they do. Being sincere about wanting to help customers goes a long way in making them feel important. What a great way to create memorable experiences—experiences that overshadow customers’ initial problems.
What do YOU do when a customer is complaining to you? Please share in the comments section below.