Customer Experience News & Trends

What to do when a co-worker gives bad service

Your co-worker screwed up, and now the customer is screaming at you. What do you do?

Take these steps to save face with customers – for the sake of your company, contact center, co-worker and yourself.

  1. Apologize and empathize. “I’m sorry this happened. I can imagine it was frustrating.”
  2. Switch the focus. Avoid letting the customer ramble on about your co-worker’s mistake. Get focused on the solution.
  3. Resolve it. Make sure the customer is satisfied with your work before hanging up.
  4. Tell your co-worker what happened, and share your best practice for avoiding the mistake. Avoid gossiping about the incident.
  5. Tell your supervisor if it’s a recurring issue.

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