Customer Experience News & Trends

3 ways to follow up with customers who are less-than-happy

When customer interactions go terribly wrong, here are three ways to rebound.

  • Recognize an inconvenience. Apologize when customers have been inconvenienced, whether they complain or not. It’s a good way to let them know that the mistake, delay or issue is not your normal method of operation.
  • Recognize a resolution. Send a note of thanks to customers who are especially cooperative when you resolved an issue.
  • Recognize another opportunity. For customers who decided to part ways over an issue, send a note that can pave the way for future reconciliation. It shows them that you’re willing to learn and grow from it.

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