– I have numerous examples of dealing with challenging customers. In 2 of my last 3 appointments
I have been personally responsible for management and personal response to complaints addressed to company CEOs. In all of these examples
I follow the same process; • Call the customer immediately to apologise for their disappointment
acknowledge receipt and advise actions to be taken. • Discuss their case and ask questions to understand the root cause of their unhappiness. • Investigate the details of the case and gather the facts to determine whether a mistake has been made
what’s gone wrong and how. • Address and where possible
correct any errors for the specific customer • Follow up with the customer to explain findings and where necessary
make good the situation with an apology for any mistakes
and potentially
a goodwill gesture. • Follow up internally to ensure
wherever possible
that the same or similar issue does not occur in the future.