Think back to a recent situation where you encountered a problem in your personal life. Possibly the issue involved the product you purchased or the service you were provided. Now think back to how the person you were dealing with handled the matter. Hopefully, they made the matter better. Unfortunately, more often than not, they made the situation worse.
On a recent drop off from a food service I subscribe to, I noted that one of the bags was split, exposing the food within. I immediately called to advise the company of this and was advised that someone would call me back that day. A week went by and no phone call, so I called again. Again, I was advised that someone from the customer service department would be calling me back by the end of that day. It is now over two weeks later and still no response. There is a good chance that I will be going with another food delivery company. If I would have received a phone call within hours on the first day, I would have been impressed but now, virtually totally the opposite.
Bottom line, the way you handle these situations will determine whether you keep that customer and whether the situation (possibly a client with an uninsured claim) decides to take the manner to the next level (E&O claim?).
One of the more popular customer service quotations is from the great Theodore Roosevelt – “People don’t care how much you know until they know how much you care”. How well are you showing how much you care?
When customers call to complain, the best response would be to thank them for taking the time to call. They could have just gone away and you never would have known why.
In most situations, look to show just some empathy / compassion. When this happens, there is a good chance that the customer will be impressed and will appreciate your level of concern. By showing an empathetic side combined with a solid level of customer service, the customer is probably going to respond in a positive manner. There is a good chance that you did not cause the problem, but you now must deal with it.
Does good customer service reduce the potential of an E&O claim? It would probably be difficult to prove it but there is one thing for sure – it sure doesn’t hurt. Always strive to provide a level of customer service that you can be proud of.