Channel Eye has joined forces with Royston Guest, leading Business Growth Coach and CEO/Founder of Pathways Global, in our column, ‘Ask the Business Coach’
Customers tell family, friends and colleagues when they have received a great customer experience, but they tell 3X more people when they have a terrible experience.
The big three takeaways!
- Be heroic in recovery.
- Take the charge out of the conversation immediately.
- Own it.
Episode timestamps
- [0.32] Be heroic in recovery. Don’t kick the can down the street. If there is a tough conversation to be had, do it fast. Deal with it head-on.
- [1.14] Review your customer complaints process to ensure it puts the customer first.
- [2.13] Take the charge out of the conversation immediately by saying sorry and why you’re sorry. Straight away, own the complaint; what you’re going to do about it and by when.
- [3.14] When you own the complaint and turn it around, that customer becomes your future raving fan.
Do you have a question for the Business Coach?
Send your questions to [email protected]
Missed a previous episode? Catch-up and watch the series here.
