Fast…Do it fast…Make them feel like you’re moving at light speed…Make them feel like there’s continuous action…
When you’re dealing with a complaint or a customer issue, a key to retaining (and even increasing business with) that customer is speed.
Studies have shown that if you resolve an issue of a customer, they will tell 5 people about the great work you do. If you resolve issues quickly, you have an 82% chance of repurchase v. only 54% chance of repurchase if you resolve it slowly. So speed aids retention to the tune of 28%!! Speed.
It takes a lot for some customers to complain; so if they care enough to complain, convey you care, too, by acting to resolve that issue fast.
Tell them you want to help them. Tell them what you’re doing to address the need. Give them status updates along the way. Ensure your organization has communication and service delivery processes in place which are speed-oriented and geared toward service recovery situations.
Evaluate how you handle these situations. Look internally, and test externally with mystery shopping, but assess, and improve.
When it comes to Service Recovery, find a need for speed.
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