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Three steps to correcting poor customer service

Every company, even those with a strong customer service avocation, has had a situation where a customer was unhappy or displeased with a situation. Can a company company correct this situation, after the fact? Emphatically, the answer is yes. Companies can always improve a bad customer service interaction.

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Here are three crucial  steps to resolving a customer service situation:

  1. Apologize to the customer and accept responsibility for the situation. Don’t try to shift blame or give excuses. That can serve to aggravate the situation.
  2. Work to resolve the situation, as soon as possible.
  3. Follow up with the customer to make sure the situation is resolved satisfactorily.

The sooner a company corrects a customer service complaint the sooner the negativity will be over. Some companies have mandates to resolve complaints within a set amount of time. This is good business. The longer a situation is unresolved, or unsatisfactorily resolved, the longer the customer has to become sour on the company and to spread the word about his/her unhappiness.

How do you correct customer service issues? How important is it for your company to resolve disputes quickly?


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