Page 29 - CUST SVC TEXTBOOK 2020

3. Others

- Misleading advertising and promotions

- Promises not delivered

- Under-staffed
9.3 Consequences of Service Breakdowns

Service breakdowns create poor business relationships and in the long run will cost the
business to lose money. Customers who leave dissatisfied with the service will not complain,
they simply will not come back.

The success of many businesses depends on how satisfied and loyal the customers are. Service
Providers must address and resolve complaints to maintain a customer base.

What Do Complaining Customers Want?

They want to:

- get immediate attention

- be listened to

- be treated with respect
- be taken seriously

- gain compensation

- have the party who wronged them reprimanded

- clear up the problem so that it will never happen again
9.4 Ways to Acknowledge Complaints

1. Stress that you value / appreciate the customer

2. Without going into too many details, acknowledge the problem

3. Show the customer you understand his/her needs
4. State what you are going to do to rectify / correct the problem

5. Stress one more time how much you value the customer

6. Close with a statement that encourages the customer to continue the business with you
The key thing is to be humble and be helpful.

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