When discussing a recent national security issue, President Obama offered a useful lesson for anyone who works with customers.
He focused his efforts on finding solutions rather than blame. And
he took responsibility for moving toward a solution. Although the
mistakes that happened were not his direct fault, he made it clear,
national security was his responsibility.
We should all remember this when we work with customers who have a complaint or a problem.
Even though you didn’t cause the problem that led to the situation,
if the customer has come to you, it’s now your responsibility. Make
sure your customer knows you are committed to finding a solution for
them. Then do it. Forget about pointing fingers and finding fault.
Focus all your energy on helping your customer.
Leave no doubt that the customer service buck stops with you. Do
that and you’ll keep your customers coming back again and again.