I agree Tucker. Once they’ve had a chance to get things off their chest, focusing on positive outcomes and potential solutions is the way to go.

Additionally, studies show that a customer service representative who handles a disgruntled customer’s situation favorably will earn that same customer’s return business 7 times out of 10.

It’s funny you mention that Davina, because I could have written an entire blog post about “take it outside.” Who knows, I still might. 😉

Online, you’re right, it’s important to know when to move it to a more private venue like DM or email, or even, an actual phone call… In retail, we deal with this issue a lot; you need to know when to take it to the office or another area when you have an upset customer in the middle of a crowded lobby.

Take a look at Rule 2: take it outside. If there’s a problem on FB or Twitter or our blogs, of course we should respond. But there are times that such service/support can’t happen that way, so we need to step out to DM or email or calls. FWIW.

A great point Josh. Oftentimes the listening and caring is more important than the actual resolution of the issue.

Thanks for stopping by CTS!

If you take it personally you lose.

You nailed it, of course. Empathy is key. It’s really where everything has to start.

I like the account manager review idea — gives time to rethink language and to get another set of eyes on it. A very wise policy. I’ve let a few hot emails slip through my fingers over the years (fortunately very few); none of them had a productive result.

I do try to be empathetic and put myself in their position to see how it would make me feel. This is when I really make sure I have my listening hat on. The absolute last thing I try to do is make excuses; let the shit (sorry PG-rated site) rain down on me and then we’ll figure it out from there.

There has been a few times I wanted to fire right back; but this business is too circular. It’s always best to never burn a bridge. At best, just never do business with them again.

If I am responding with an e-mail or a letter, my account manager makes me wait 24 hours and she wants to read it before I cut it loose. That has been a good mechanism for me….:).

Always be nice; but I’m in sales, right? We are always nice….:).