1. How to restore customer confidence and regain goodwill after a dis-satisfying experience Customer Recovery

2. The famous “Mona Shaw”

3. How the Company Failed Mona Receptionist wasn’t equipped to deal with exceptions Mona felt ignored No expression of apology or empathy Left her feeling helpless

4. Adapt and Respond Adapt and Respond

5. What we’ll explore today  Exactly what it takes to restore customer confidence after a problem  The 7 Golden Rules for Problem Resolution  Helpful phrases for dealing with unhappy customers

6. 5/11/17

7. Company Problem Customer

8. Company Problem

9. THE PROBLEM IS RARELY/ NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.

10. The problem is not the problem.

17. Follow-up “Plus 1” optional Own & Resolve Apologize Acknowledge What It Takes to Make Peace and Regain Goodwill Don’t challenge the customer, respond to emotions, express empathy Offered regardless of fault Follow-through, work to resolve on the spot Surprise and delight

18. The Golden Rules for Problem Resolution 1.Acknowledge and express appreciation 2.Show empathy 3.Apologize 4.Have a sense of urgency

19. The Golden Rules for Problem Resolution 5.Ask for the necessary information 6.Provide assurance 7.Own and resolve 7.5 When possible, Surprise and Delight!

20. Acknowledge customer’s position and express appreciation #1

21. Express Empathy #2

22. Apologize #3

23. Have a Sense of Urgency #4

24. The Psychological Aspect of Problem Resolution 1.Acknowledge and express appreciation 2.Show empathy 3.Apologize 4.Have a sense of urgency

25. Ask for necessary information #5

26. Provide Assurance #6

27. Own and Resolve #7

28. Surprise and delight When possible…. #7 1/2

29. Helpful Phrases for Dealing with Unhappy Customers handout handout

30. Summary Adapt and Respond The psychological aspect of problem resolution Acknowledge and apologize Empathize Surprise & delight when appropriate

31. Adapt and Respond Adapt and Respond

32. Summary Adapt and Respond The psychological aspect of problem resolution Acknowledge and apologize Empathize Surprise & delight when appropriate Quiz title Quiz subtitle