narms conference 2010 - tampa
DESCRIPTION
TRANSCRIPT
“Do I have your attention now?”
Customer Recovery Strategy for WOWing a Customer You Can’t Afford
to Lose1. Go for “WOW”
2. Apologize when things go wrong
3. Proactively respond before customers complain (“Golden Rules” behaviors)
4. Explain what happened and what you’re doing about it
5. Rectify the problem
Zane’s Strives for 7 WOWs
Apologizing at American Airlines
“Golden Rules” Behavior at Southwest Airlines &
Nordstrom’s
• Southwest’s “Chief Apology Officer”• Always think: (Nordstrom’s)
– How will it affect my customer? If I were the customer, how would I feel?
– Do what’s right for the customer and you have done what is right for the organization
Click to add title
Explain what happened and what you’re doing about it.
Q & A• Email me at [email protected]
for • Additional questions not answered
today• For a copy of today’s presentation• Blog:
www.customerservicetraining.biz • Web: www.MyraGolden.com• Twitter: www.twitter.com/MyraGolden