We hear it all the time: “There are things worth more than money.” But how often do we forget, in customer service, that there are things worth far more than money to our customers, our guests, our clients?
Next time a customer is upset, next time you have a service failure, don’t jump immediately to financial compensation. Dig in to the root of your customer’s upset and work with her to find out what really matters, and how you can turn the situation around. Money may not be the half of it. Being listened to, being sincerely apologized to, being acknowledged may be far more of what your customer is hoping for.
“Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology.” –Steve Wozniak, Apple co-founder
Micah Solomon • Author-Speaker-Strategist • Customer Service – Marketing – Loyalty – Leadership
See Micah in action — including video and free resources — at http://www.micahsolomon.com. Or, click here for your own free chapter of Micah’s upcoming High-Tech, High-Touch Customer Service (AMACOM Books) and Micah’s #1 bestseller, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization