| In Customer Service either you get it right the | | | | as saying "So Sad, Too Bad" to your Customer. |
| first time, or you don't. Your Customer knows | | | | STOP! and then backtrack to where you think |
| whether or not you got it right. The real question | | | | things went wrong. Your Customer will let you |
| is, do you? | | | | know when you have reached that point. |
| All is not lost if something has gone awry. It's | | | | Once you have backtracked, make a statement |
| your job to figure out what went wrong and then | | | | as to what you believe is the current situation and |
| take steps to limit the damage and regain control. | | | | then wait. Your Customer will tell you if you are |
| First, recognize the symptoms. A symptom is | | | | "on the money." |
| "any circumstance or condition that indicates | | | | Next reflect and paraphrase back to your |
| existence" as in a disease, or in this case, affliction. | | | | Customer what you believe you've just heard |
| (I'll get to affliction in just a moment). The | | | | from them. This will put you back on solid ground |
| symptoms your Customer may be displaying are | | | | and give you a chance to formulate a solution. |
| confusion, resignation, apathy, disbelief, anger, | | | | Finally, offer a solution and reconfirm with them |
| fear, hurt, indignity, incredulous and an uncaring | | | | that what you are doing will take care of the |
| attitude. | | | | issue. This last step demonstrates to the |
| These are the symptoms of the disease I like to | | | | Customer that you heard what they said, that |
| call "Unmetexpectationitus." A very serious | | | | you understand what went wrong and that you |
| disease that left untreated leads to lost sales, | | | | are taking steps to correct whatever went |
| reduced profit and eventually the elimination of | | | | wrong. |
| your business. You get the picture. | | | | Now, about that little word "affliction." An affliction |
| Here where most Customer Service people fail. | | | | is something that "causes distress or suffering". |
| They don't stop, backtrack, reflect and | | | | Poor Customer Service in any organization will |
| paraphrase, offer a solution and reconfirm. It's a | | | | cause distress or suffering amongst the very |
| very simple set of instructions that describe | | | | people you serve and who come to spend |
| exactly what to do when your Customer displays | | | | money with your organization, your Customer. |
| any of the above symptoms. And it is quite | | | | Take away the Customer and their money and |
| simple to learn and implement when broken down | | | | ask the question "What does our organization |
| into its smaller pieces. | | | | have now?" |
| If your Customer displays any of the symptoms | | | | We may not always get it right. |
| described above, STOP! Whatever you are doing | | | | It's how we respond to situation and take care of |
| is not understood, appreciated or accepted. To | | | | the Customer that separates good Customer |
| continue as if nothing has happened is the same | | | | Service from Great Customer Service. |