It’s crucial for participants to relate to the topics covered in training. When they can connect the material to their own customer experiences, it sparks valuable insights and reflections. This not only enhances the quality of the discussions but also generates a wealth of new ideas on how to deliver outstanding customer service.
Question #1: We are customer-centric, though we do slip up occasionally (to err is human). What then?
The Answer: Make it right. Turn around the customer's negative experience by addressing the issue promptly and reaffirming your company’s commitment to making them feel valued and respected.
The Example: A customer ordered a laptop from Amazon which got damaged in transit. Amazon ‘made it right’ by replacing the product immediately as well as allowing the customer to keep the damaged laptop, showing a remarkable level of trust and empathy. Amazon’s customer centric policies of hassle-free returns and rapid issue resolutions has made it one of the most trusted companies in the world.
Another Example: Marriot Hotel received a complaint from a guest who was extremely unhappy with his room. The hotel staff promptly ‘made it right’ by upgrading the room and sending the guest a personalized apology along with a complimentary meal to make up for the inconvenience caused to their guest.
To err is human, to make things right is divine customer service.
Question #2: Can’t keep everyone happy, and any way it’s just one disgruntled customer. What’s the big deal?
The Answer: The big deal is that, that one disgruntled customer will paint the town red ‘disgruntling’ thousand others thanks to the power of social media. The consequences can be severe – negative feedback, public backlash, brand erosion, legal complications, financial losses, to name just a few. Is this really what you are working so hard for?
The Example: United Airlines damaged a guitar belonging to Canadian musician Dave Carroll. Instead of addressing the issue and 'making things right,' United Airlines refused to take responsibility and completely absolved itself of blame.
Frustrated by the airlines’ apathy, Carroll wrote a song called "United Breaks Guitars" and uploaded it to YouTube. The song quickly went viral, amassing millions of views and sparking intense public backlash. This led to significant reputational damage and a public relations crisis that took United Airlines a long time to recover from. Ultimately, the airline had to ‘face the music’ for its poor customer service.
Another Example: In 2018, Snapchat’s app redesign left many users confused and frustrated, as they found it difficult to navigate. Instead of addressing customer feedback, Snapchat responded with an arrogant and dismissive attitude, telling users to "get used to it." This lack of customer focus resulted in a sharp decline in user engagement, widespread criticism on social media, and a significant blow to the brand's credibility.
Moral of the Examples - look after your customers, they pay your bills.
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