Sometimes things are out of your control. The weather, the postal service, or just plain bad luck delays your shipments. Employee disorganization or a system error leaves someone’s support request unanswered. Whatever the situation may be, the bottom line is this: to the customer, you are responsible for both the problem and a potential solution. How do you go beyond satisfaction and delight the disappointed customer? By following these simple steps:
No matter what the situation, if you make the customer feel heard, worthwhile, and fairly dealt with, your little extra at the end will delight them. The cost of obtaining new customers is far above that of retaining repeat clients, so be responsible—for both the problem and the solution.
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