(Untitled)

[boardactor]

getting nervous...
how do you answer the question: A customer has not received their order, it is now two weeks late, and they have been hung up on twice. How would you handle this call?

Comments

Yup Yup

[kyleprime]

Although I would suggest leaving the word 'compensation' out of the equation, I generally have my guys be very apologetic and take full responsibility in making sure this problem is resolved. Once a customer has been dicked around even once you have basically lost them as a customer unless you put on your kid gloves and handle with extreme care.

"I am really sorry to hear that sir. Let me check on your order to see what the status is. I understand your frustration, let me talk to a manager and see what we might be able to do for you. I will check on this order personally and give you a call within 1 hour to let you know the status."

The important parts here are that:
1) This customer is important to you and you are taking an active interest in their order.

2) You will call them so that they don't have to wait on hold and get somebody who doesn't know the situation. If possible, give them your number and extention (although most companies, including mine, discourage this as it creates a personal pet for the customer to ALWAYS call.

Apologizing goes a long way. Letting them know you understand their frustration usually helps even more.

Please, Thank You, Sir, Maam, Appreciate... All great words to toss in to the conversation frequently.

Re: Yup Yup

[idontownavcr]

I concur. "Active Listening" validates their feelings and is almost as important as getting the problem resolved in defusing their hostility.