Key #3

Explain why something happened, but don’t make an excuse.  An excuse is a relinquishment of responsibility.  Customers want action, not excuses.

Key#4

Don’t blame others.  It may not be your fault that the customer had a problem, but it is always your responsibility to get it fixed. As quickly as possible, find out what needs to be done to regain the customer’s loyalty.

Key #6

Fixing what’s wrong isn’t enough.  Find a way to compensate the customer for his or her inconvenience. Do more than necessary to make the customer happy.

“Be a problem solver, not a problem evader.  We train people to be angry when we fail to be available when they are just concerned.” Dr. Terry Paulson

Key #7

The best policy for empowering employees to create less complaints and successfully handle the ones that do occur: “You’ll never get in trouble for trying to help a customer.”