SMART Service Desk - If You Mess Up Fess Up

Can we start by saying that sooner or later we all makes mistakes?  Of course, try as we might to avoid being incorrect in the way something is handled it happens that we fall somewhat short of our goals.

And try as we might some folks go straight to Social Media with their complaint and never even give us a chance to make it right before the nasty gram goes out. What is next?

You never want to get in a war of words on Social Media. In some cases the story that goes out is as far from the truth as can be imagined. Maybe even more so. But if your business, brand or company is being disparaged the only sane thing to do (and do it as nicely as possible) is offer to correct what your customer perceives is wrong.

If the customer brings up a real truth situation and makes the complaint in a manner that shows your company is truly at fault, then of course acknowledge the problem, offer to fix it (tell exactly how) and let the readership or viewers know what you plan to do to make sure this never happens again.

This is the real essence of “If You Mess Up Fess Up.” The simple three step process… Acknowledge – Correct – Prevent

If you don’t have the SMART Service Desk IT Service Management Software solutions in place the is a greater likelihood of an event like this taking place.

In any marketplace when client’s expectations are exceeded their loyalty grows. When shoppers, clients and customers are valued, when they receive as much as they give if not more value is palced on future exchanges.

Most people when weighing the options of where to invest their time, money and resources are attracted to ventures, products, services and people who provide a fair exchange of value and are mutually beneficial the reciprocal results can be amazing.

Take to heart the following phrase and apply it whenever it is necessary… “How can we make this right?”

Some companies have the mindset that if they seem to be overly generous with corrections that an unscrupulous customer may try to take advantage of them. Some restaurant and hotel owners report that customers have said that if they aren’t given their services for free they will leave bad reports on Yelp, other feedback sites and social media. This may be a case of where “The Truth Will Set You Free.”

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com