Too often when a company (or person) fails at customer service, they run from the failure. They never return to the “scene of the crime”.
I understand why. Most of us would rather move on to future successes
than be reminded of past failures. But the best customer service
companies take their failures head on. They fix them and they learn
Recently I contacted a company for customer service and they dropped the ball. Since I never heard from them, I wrote about it here and on Twitter. Not long after that someone from the company contacted me. (Ah, the power of social media!)
What I like about this is, they were willing to get back in the game
and help me. They knew their initial service was below the standards
they had set. They acknowledged it. Then they resolved the problem and
gave me a reason to remain a customer.