Tuesday, January 10, 2012

When do you say sorry and shut up?





When a customer writes in to state a problem they encounter, it’s because they care enough to spend the few minutes to write in. Most times, they will just bitch about it to whoever’s within earshot.

And at other times, there can the frustrations until they explode at the next intolerably disappointing service. By then it’s too late.

How should a brand respond to the first feedback served to you? The customer has just done you an invaluable service. She doesn’t want to hear why you are right and how much investment you have put into your product to make it great. She just wants to hear how you are going to make it right for the next customer.

What are you defending today?

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