Bouncing Back" with S E R V I C E recovery to improve customer loyalty

We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and, inevitably, mistakes do happen. When this happens, so does the opportunity to improve customer loyalty.

While many people in business focus on doing things right the first time, very few seem to take a powerful interest in setting things right when things do go wrong. In those moments, a passion for "zero defects" often gives way to "Let's get this mess cleaned up fast and pretend it never happened."

Customer service training should begin on day one of an orientation program

Effectively orienting your new employees and providing customer service training can pay big dividends in staff retention, employee commitment, company culture and customer satisfaction. It simply pays to begin customer service training right away.

Staff members who receive proper customer serving training and welcomed at the beginning of their careers will feel good about their choice of employer, fit in more quickly with peers and colleagues and readily contribute new ideas.

Properly oriented employees will also speak well about your organization to their family and friends. They will represent you more confidently with customers, business partners and suppliers.

Do what's required, not just desired to improve Customer Satisfaction

Going above and beyond is often what it takes to improve customer aatisfaction. Doing enough is okay, but exceptional service calls for exceptional measures.

A great example of the need to improve customer satisfaction comes from my travels. I was staying at a boutique hotel in London and brought a stack of books to the concierge. I asked the young man, "How much it will cost to ship these books back to my home in Singapore?" He promised to have an answer for me by evening. I left for the day with a smile, pleased with efforts to improve customer satisfaction.

When I returned that afternoon, the concierge handed my books back and said, "Thirty-two pounds fifty pence."

I was tired, said "Thank you," and went up to my room. But I did not smile. And I did not give him a tip, seeing the need for the concierge to improve customer satisfaction.