The 4 Basic Steps to Customer Service Recovery

The 4 Basic Steps to Customer Service Recovery

Julie Pearl Published on February 12, 2015Last updated on December 2, 2021

Failing to meet customer expectations is one of the biggest no-nos that any customer service provider should never commit.

You must do your absolute best to fulfill your duty and deliver what is being asked, as long as it’s within your nature of business and capacity.

However, there are unforeseen and unavoidable instances that cause you to fail in doing your obligations. Logistic issues on the courier’s end may send your client’s parcel someplace other than their doorsteps; accidents or calamities may cause communication difficulties and delivery delays.

As much as you want to prevent these from happening, there’s nothing you can do to curb the uncontrollable. What you can do, however, is to devise a customer service recovery plan to make up for the failure. Customer care expert, Micah Solomon, listed these four basic steps as fundamental parts of a business customer service strategy when facing mishaps:

  1. Apologize

    Smiling customer service agent holding heart

    Go beyond an apology and ask for genuine forgiveness. Your company should be sincere in expressing your regrets for the inconvenience, so scripted, templated, and impersonal apologies won’t do. The customer should feel that you acknowledge your mistake, that he is being heard, and that you’re on his side. Show complainants that you take the issue seriously and that corrective actions will definitely follow.

  2. Review

    Consumer on a call with customer service team looking at laptop

    Before solving the problem, make a collaborative review of it with the help of the complainant. This further shows that you’re dedicated to listening and helping, as you need to ask the customer to explain in detail what went wrong from their perspective. This also provides you the opportunity to learn more about how the issue came to be, including potential causes and the responsible personnel. This, in turn, helps you devise possible customer service recovery solutions and perhaps strategies that your company may need to implement to prevent similar issue in the future.

  3. Fix and Follow Up

    hard hat gloves headset

    This crucial step is where the action really starts to take place. You may have come up with an effective solution but it shouldn’t be the end of it. You need to make follow-ups to explain your progress and update the customer about the necessary processes that they need to know. Following up also shows that you want to assure that the issue has been resolved and that the customer is truly satisfied with the fix.

  4. Document

    customer service agent in call center looking intently at computer screen

    Once things have been settled, you’ll need to make thorough documentation of what occurredβ€”its causes, factors, people or departments involved, solutions, dates, durations, and every detail that matters. Doing so enables you to spot possible trends or patterns that you can anticipate in the future. It’s also a way of pointing out what really went wrong. For instance, if the last five records say that errors happened at a similar hour each day, you might want to look at the people on duty during those times.

Nobody wants to experience breakdowns, but they can happen in any field or industry from time to time. However, they can give you an opportunity to learn and prove that you can exceed yourself in the future. Master the art of customer service recovery, and you’ll foster greater loyalty than before.

Want to learn more about executing an effective service recovery plan? Contact Open Access BPO to start your outsourcing journey. We offer multilingual CX trusted by global brands.

 

Read More

As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO
Open Access BPO2 days ago
Love knows no boundaries, and this month, we celebrate the beautiful #diversity that makes us who we are. 𝗣𝗿𝗢𝗱𝗲 π— π—Όπ—»π˜π—΅ honors and uplifts the LGBTQIA+ community, their achievements, and their ongoing fight for equality.

Open Access BPO joins the LGBTQIA+ community in celebrating authenticity, acceptance, and love this #PrideMonth.

Let's all spread love in all of its forms! Happy Pride!

#WeSpeakYourLanguage
#PrideMonth #Pride2023
#OASpeaksWithPride
#OneWithDiversity
Open Access BPO
Open Access BPO2 days ago
#FlashbackFriday: Revisit an enlightening blog post that delves into the historic Stonewall Riots, a pivotal moment in #LGBTQIA+ history.

Let's honor those who paved the way for progress, sparking a movement that continues to inspire change today: https://buff.ly/3C9zdd8

#WeSpeakYourLanguage
#PrideMonth #InclusivityMatters
#PrideMonth #Pride2023 #PrideHistory
#OASpeaksWithPride #OneWithDiversity
Open Access BPO
Open Access BPO updated their profile picture.3 days ago
Open Access BPO
Open Access BPO3 days ago
Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

Read: https://buff.ly/43xXepW

----------
Step up your #CustomerRetention game by #outsourcing to a #CustomerSupport expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerCare #CallCenterOutsourcing
Open Access BPO
Open Access BPO3 days ago
The idea that brands should add value to their customers' purchases and transactions is probably one of the most commonly talked about #CustomerService and retention strategies.

But what does "added value" really mean for customers?
Read: https://buff.ly/45Ahj0N
----------
Elevate customer experience by partnering with a #CallCenter that goes the extra mile 24/7: OpenAccessBPO.com/get-started/

#WeSpeakYourLanguage
#CustomerSupport #BPO
#CustomerExperience
Open Access BPO