Impeccable Feedback

Customer Experience Tip #1202

When you receive unfavorable feedback on a customer survey, you may feel inclined to defend yourself. This almost never ends well. Don’t justify, explain, prove them wrong, or defend. Instead: Listen, apologize, solve, and thank. This approach is less likely to get you in trouble and demonstrates your maturity to that customer … thus leaving the door open for future business and referrals.

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