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