Customer Service Crisis Tips
1. Acknowledge the problem.
The classic customer service cliché says that the customer is always right. While it may, in fact, turn out to be a misunderstanding, the worst thing you can do is dismiss a customer who tells you he or she had a problem with your business.
2. Apologize for it.
Once you've acknowledged the customer's issue, apologize for it and ask what you can do to help. Gather the facts about the situation, and determine a course of action from there.
3. Take Action.
Saying you're going to fix a problem is one thing; actually doing it is another. Make sure you honor your commitment to take care of the customer's complaint. If you can't correct the problem, offer a coupon or voucher as a way to ask the customer for another chance.
4. Follow up.
When you've done what you promised to do, follow up with the customer to make sure that your solution was satisfactory.
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