7 Steps to Service Recovery

By Nancy Friedman

Almost anyone who’s been in a customer service position has had the opportunity of running into either an irate call or person...or a situation that, shall we say, is not pleasant. And even though it may not even be our fault, we still need to know how to recover the situation. Here are the Telephone Doctor’s 7 Steps to Service Recovery that will help make your day a better one!

1. It IS your responsibility. If you have answered the phone on behalf of the company, you have indeed accepted 100% responsibility. At least that's what the caller/customer believes. So get off the "it's not my fault" syndrome. And get on with the "what can I do for you?" position.
   
   
2. "I'm sorry" DOES work. Every once in a while, a CSR tells me that he doesn't feel he should say, "I'm sorry" when it wasn't his fault. Well, as stated above, in the customer's mind, it is your fault. Saying you're sorry won't fix the problem, but it definitely does help to defuse it immediately. Try it. You'll see.
   
   
3. Empathize immediately. When someone is angry or frustrated with your company, the one thing they need is someone to agree with them, or at least feel they're being understood. Be careful, though: "I know how you feel" is NOT a good thing to say unless you have been through exactly what they have experienced. Try - "That's got to be so frustrating" or "What an unfortunate situation."
   
   
4. IMMEDIATE action is necessary to make a service recovery. Don't make a customer wait for good service. Get whatever it is she needs to her immediately. Overnight service if it's necessary. That's recovery. REMEMBER: Telephone Doctor's motto: IT SHOULD NEVER TAKE 2 PEOPLE TO GIVE GOOD CUSTOMER SERVICE.
   
   
5. Ask what would make them happy. In a few rare cases, the customer can be a most difficult one. If you have tried what you considered "everything," simply ask the customer: "What can I do to make you happy, Mr. Jones?" In most cases, it may be something you're able to do. You just may not have thought of it. So go ahead and ask.
   
   
6. Understand the true meaning of Service Recovery. Service Recovery is not just fixing the problem. It's making sure it won't happen again. It's listening to the customer. It's going above and beyond.
   
   
7. FOLLOW UP. After you feel the problem has been fixed, follow up. After you've made the customer happy, make an extra phone call a day or so later. Be sure to ask: "Have we fixed everything for you?" "What else can we do for you?" Be sure they're satisfied. When you hear: "Thanks, you've done a great job. I appreciate it." Then you know you've achieved SERVICE RECOVERY!
   

Nancy Friedman is president of Telephone Doctor®, an international customer service training company headquartered in St. Louis, Missouri, specializing in customer service and telephone skills. She is a KEYNOTE speaker at association conferences and corporate gatherings and is the author of four best selling books. Call 314-291-1012 for more information or visit the website at www.telephonedoctor.com.

Published in Networking Today, June 2003.