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How to restore customer confidence and regain goodwill after a dis -satisfying experience

Customer Recovery. How to restore customer confidence and regain goodwill after a dis -satisfying experience . The famous “Mona Shaw”. How the Company Failed Mona. Receptionist wasn’t equipped to deal with exceptions Mona felt ignored No expression of apology or empathy

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How to restore customer confidence and regain goodwill after a dis -satisfying experience

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  1. Customer Recovery How to restore customer confidence and regain goodwill after a dis-satisfying experience

  2. The famous “Mona Shaw”

  3. How the Company Failed Mona • Receptionist wasn’t equipped to deal with exceptions • Mona felt ignored • No expression of apology or empathy • Left her feeling helpless

  4. Adapt and Respond

  5. What we’ll explore today • Exactly what it takes to restore customer confidence after a problem • The 7 Golden Rules for Problem Resolution • Helpful phrases for dealing with unhappy customers

  6. 5/11/17

  7. Customer Customer's Perception of Problem Situations Company Problem

  8. Problem Reality of Problem Situations Company Customer

  9. THE PROBLEM IS RARELY/ NEVER THE PROBLEM.THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.

  10. The problem is not the problem.

  11. What It Takes to Make Peace and Regain Goodwill Follow-up Surprise and delight “Plus 1” optional Follow-through, work to resolve on the spot Own & Resolve Offered regardless of fault Apologize Don’t challenge the customer, respond to emotions, express empathy Acknowledge

  12. The Golden Rules for Problem Resolution • Acknowledge and express appreciation • Show empathy • Apologize • Have a sense of urgency

  13. The Golden Rules for Problem Resolution • Ask for the necessary information • Provide assurance • Own and resolve 7.5 When possible,Surprise and Delight!

  14. #1 Acknowledge customer’s position and express appreciation

  15. #2 Express Empathy

  16. #3 Apologize

  17. #4 Have a Sense of Urgency

  18. The Psychological Aspect of Problem Resolution • Acknowledge and express appreciation • Show empathy • Apologize • Have a sense of urgency

  19. #5 Ask for necessary information

  20. Provide Assurance #6

  21. #7 Own and Resolve

  22. When possible…. Surprise and delight #7 1/2

  23. Helpful Phrases for Dealing with Unhappy Customershandout

  24. Summary • Adapt and Respond • The psychological aspect of problem resolution • Acknowledge and apologize • Empathize • Surprise & delight when appropriate

  25. Adapt and Respond

  26. Summary Quiz title • Adapt and Respond • The psychological aspect of problem resolution • Acknowledge and apologize • Empathize • Surprise & delight when appropriate Quiz subtitle

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