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Service Recovery
and Handling Irate Customers
Hi [firstname|there],
Every organization makes mistakes daily. Things go wrong and bad stuff happens no matter how committed we are to great service.
When this happens, the frontline employee often takes the brunt of your customer’s wrath. Not every customer is nice and often uses derogatory language. When things blow up the customer can get very excited and their tone of voice changes dramatically, setting the stage for an unpleasant encounter.
How do we handle this?
In most companies, the employee lies and runs for cover. They figure it is better to let someone else handle the wrath of the customer and they know the customer will never remember who they talked to. Lying only kicks the can down the road for someone else to handle and creates a better chance the customer will never come back.
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