Things happen. Orders get lost in the mail. Systems and software fail. A day without challenges is extremely rare in any business. Your customers know this. They have similar issues in their life. But, if your challenge becomes their issue, they want it resolved quickly.
When they contact you, they already know what they need to make it right. So, start by listening to their story and then ask…
“What do you want us to do?”
It’s a powerful response. It has the element of surprise because most people won’t expect you to give them the power to choose the resolution. It changes their direction from venting frustration to thinking of a solution. It diffuses the situation. Customer relationship care lives up to its name.
And, in most cases, their suggested resolution will be less than you expect.
But, don’t take my word for it. Test it. Today. With your next call, email, or tweet. And, the next one. After you do, come back and share your experience.