Customer Connection

Posts Tagged ‘service recovery’

Hmmm. . . Facebook is definitely a way to attract the younger demographic who are more likely to place an order online using one of the many devices available from desk top computers to smart phones.  However, there is a BUT.  And, it’s a big but!

What happens when something goes wrong?  Do you think you’re going to be able to solve the problem over Facebook?   I can guarantee you one thing.  If the problem isn’t handled correctly (and beautifully) the problem will surface on Facebook.  The demographic that’s so willing to place an order on-line is also more than happy to share their experience – good and bad- via social media.

So, beware – trying to save $$ by going “all in” for social media customer service can be a minefield and easily blow up in your face.

What are your thoughts? Read more customer service tips at http://www.theserviceadvisors.com

Answer: Go the distance – and then some. If you can’t prove to the customer that you’ve done your darndest to respond to their request, (even if the outcome is negative), there could be serious repercussions.

Let me share an example. . . . A woman called me yesterday to complain that an insurance agency kept sending her mail, even tho she had called 4 times to request that they put her on the “do not mail” list.   On the 4th call, she was told “we’ve done all we can do.”    That response really ticked her off, and her next step was to formally complain to the Better Business Bureau.

A complaint on file with the BBB is serious stuff, so fortunately, she called me first to ask what she should do.

I first empathized, and told her that I understood her frustration at continuing to receive mail from them. Next, I asked her if she would be willing to call them one more time, and ask the agency what steps they had taken to scrub her from all their lists. If she was not convinced that they really had “done all they could do”, her next step is to advise them that they have a choice: they can try one more time to scrub her name off their lists – document – in writing- their efforts, or she will report them to the BBB.   At least this gives the insurance agency a chance to “fix” the problem, and perhaps apologize and recover.

Even tho, it was too late to prevent the woman from telling her story to the neighborhood, friends, family, and literally everyone she spoke to, hopefully, this turned out well for the woman and the insurance agency. Remember, your most loyal customers come from someone who was intially upset with you, but whom has been “recovered” properly.