When You Offer Bad Customer Service

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No one’s prefect, that for sure.

If you run or work in a business, or if you have a pulse, chances are you’ve screwed up. If you’ve been doing it long enough, chances are you screwed up royally.

So what do you do when it’s on you? Elain Fogel has a helpful article over at MarketingProfs called Three Ways to Keep Your Customer Happy When You Screw Up.

Step one is to communicate. Fogel states:

Don’t go into long-winded explanations or excuses. There’s a good rule that I use in customer-service training workshops: "Don’t burden the customer."

Step two is to make amends. As she says, "Don’t assume what will make your customers happy—ask them."

Step three might be most important: don’t repeat mistakes. It’s my option that mistakes aren’t bad things; they’re the quickest route to learning something new. However, I do get frustrated when people (vendors, employees, MYSELF) repeat mistakes, thus removing any positives from the mistake.

If you struggle with what to do when you or your company screws up, be sure to check out Three Ways to Keep Your Customer Happy When You Screw Up.


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About Rich Brooks
Rich Brooks is president of flyte new media, a Web site design and Internet marketing company in Portland, Maine. Flyte works with small businesses to build professional Web sites that often include e-commerce, Flash and content management systems. They promote their clients' sites through search engine optimization, e-mail marketing, business blogs and social media. You can follow him on Twitter at http://twitter.com/therichbrooks. WebProNews Writer
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