Customer Service is a delicate balancing act, especially if the client is clearly unhappy. There are 3 types of generic problems customer service personnel face. Two important outcomes of a service call should be to resolve customer problems (if possible) and ensure the customer’s emotional well being is preserved.

The Embarrassment of Being Wrong

Thursday, April 28th, 2011

No one like to realize that he or she is wrong. Customer Satisfaction is about ensuring customers are happy with your products and services. But sometimes things don’t work out right and need to be fixed. If an organization and the people within have difficulty accepting that they are ‘wrong’ and the customer is ‘right’, they fall into a trap of trying to blame the customer. See a Ted Conference Video by Kathryn Schulz on Being Wrong talks about error blindness and rationalizations used by businesses. The root causes of the Ford Pinto exploding gas tanks are exposed.

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