You did a great job with one customer today and a not-so-great job with another yesterday. Who do you think will talk about the experience more?
Unfortunately, the unhappy customer will talk more and louder about it.
Happy customers will tell about five people about their great experience. Unhappy customers blab all the details to about 15 others, one government study found.
To stop the bad word of mouth, agents want to minimize poor experiences. One way: Take responsibility early in each conversation with customers.
Whether they ask a question, demand an explanation for something they think has gone wrong or experienced an error, tell customers: “I’m sorry about this situation. I can help right now.”
It will quickly put them at ease and make the situation more tolerable immediately.
