Impeccable Recovery

Customer Experience Tip #1047

When you or your company drops the ball and it’s an anomaly, you might find yourself feeling compelled to tell the customer exactly that. It usually sounds something like, “This has never happened before.” Don’t say that. It only makes the customer feel worse; alone in their pain; incredibly unlucky. Instead, you might say, “While we’re all human and mistakes may occur, these kinds of things don’t typically happen around here and we’re prepared to make it right.”

CLICK to ENLARGE

CLICK to ENLARGE

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