In my work as a business coach, Customer Service remains the most critical element of customer and client retention. At the core of customer satisfaction (or dissatisfaction) lies the timeliness of the response to a complaint, concern, or need. The quicker the response, the higher the satisfaction. It's that simple.
When taking scuba lessons, I was taught to deal with certain stressful situations that required an expeditious return to the surface. The instructions delivered were four words . . . "Stop. Drop. Go. Blow." That meant to stop whatever I was doing, drop my weight belt and tank, go straight up to the surface, and blow all of the air out of my lungs on the way up. The point was to not delay and to pursue the remedy immediately.
So it is with customer service. When faced with a complaint or critical situation, it is essential that those issues be handled directly and in the most timely fashion possible. Failure to do so will cost your company money, damage your brand, and give other companies like yours a competitive edge.
The next time you or your employees are faced with a serious customer issue STOP what you're doing, DROP everything, GO straight to your customer, and BLOW them out of the water with over-the-top attention and appreciation.
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