Customer Service 101: Customer service recovery don't's

August 17, 3:27 PMCustomer Service ExaminerLaurie Brown

Previous Next

1 comment Print Email RSS Subscribe

Subscribe

Get alerts when there is a new article from the Customer Service Examiner. Read Examiner.com's terms of use.

Email Address   Include other special offers from Examiner.com Terms of Use

Knowing what NOT to do is important when dealing with unhappy customers. The following are the things not to do:

Don’t:
1. Take it personally
2. Transfer the customer to a supervisor until you are sure you can’t handle the
     problem
3. Transfer the customer until you have given the supervisor all the information you
     have about the customer’s issue.
4. Jump to conclusions; be certain of why the customer is upset and what he or
     she wants
5. Interrupt. Just sit silently if the customer wants to vent; let the customer know
     that you are listening
6. Change the subject
7. Debate facts or feelings
8. Be sarcastic, condescending or dismissive
9. Ever say, “That’s not my job”, or “Sorry, that’s our policy.”
10. Make excuses, pass the buck, or blame someone else
11. Blame the customer
12. Terminate the conversation without the customer’s agreement