Advanced Connections*

It’s a given, nobody likes to be wrong, but mistakes happen to all of us. And while they typically result in little more than bruised egos for employees, they can cause all sorts of problems for customers. So, how does one recover from a mistake? How can mistakes be turned into opportunities for improving customer service? Here are a few tips for doing just that.

Turning Mistakes Into Opportunities

• Exhibit timeliness. Take care of problems –– even potential ones –– as quickly as possible. Involve those who discovered the problem in developing solutions.

• Be committed. Exhibit genuine concern for customers. Show them you are committed to seeing that they have the best experience possible.

• Empower team members. Give others the authority and responsibility to help out with problems.

• Respond strategically. Develop an action plan for compensating customers for their inconvenience.

• Practice prevention. Ensure that the team is dedicated to preventing dissatisfaction. Nip problems in the bud; don’t let them snowball out of control.

• Evaluate results. Track how well your efforts are working, then set goals to make them even better.

The person who discovers a problem may just be the best one to try and resolve it. View mistakes not as catastrophes, but as ways to learn to perform better. Brainstorm with team members for solutions. And remember, excellent service providers don’t just react to problems –– they take charge and lead customers to solutions.Talk frequently about shared goals.

*Copyrighted material used by permission from USA Group Noel-Levitz.

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