Customer service excellence is partly about responding quickly. Always within 24 hours, even if it is just an acknowledgement, and working to understand what the customer really wants and why. Possibly how. This strategy always works and impresses customers. So we’re all doing it right?!
Customer Service disaster. Sometimes things go wrong. And often in clusters. Have a plan. Follow our checklist to make sure you cover the bases and respond to it professionally and proactively. My customer service disaster a few years ago taught me a few valuable lessons. Not least of which is that if you hold your hands up and apologise to your customer, it often helps diffuse the situation.