Apologising to Customers Needn’t be a Challenge

Apologising to Customers Needn’t be a Challenge

Mistakes are something that can't always be avoided. No matter how careful you are and how much of a conscious effort you make to do everything right in a business, there are times when goof-ups occur, which lead to a customer impact. Most customers are rational enough to understand that errors and slip-ups can take place, and are willing to forgive the rare mistake.

 

As a business owner, what you need to focus on the manner in which you react to actually making a mistake; in many ways, that will also define how your customer reacts to you. Some customers are more apt to retain their anger for a longer time, but most of them will eventually accept an apology too.

 

When an Apology is All it Takes

 

The thing we are trying to impress upon your mind is that - it's important you make that apology. It's not uncommon for companies to shrug off responsibility, never own up to making a mistake, and of course, they don't furnish an apology for it either. This is nothing but an express route to losing the loyalty and respect of your customers. Take a look at how a sincere apology will impress your customer and make them stay loyal to your brand.

 

Listening is very important

 

When any customer calls in with a complaint, its best that you allow them to vent and have their say. If they have called you, it's obvious that something's gone wrong and they are going to have something to say about it. Before your customer is able to engage in a rational conversation with you, they only want that you listen to what they are saying. This is the time you keep quiet and only focus on understanding what they are trying to tell you.

 

Apologise genuinely

 

Once you have understood what the problem is, the first thing to do is to apologise. Regardless of whether it was their fault or yours, sincerely apologise for the trouble caused and tell them you understand their frustration. At this point, you should be very open to accepting responsibility.

 

Avoid playing the blame game

 

No matter whether it was the customer's fault or one of your departments that slipped-up, do not play the blame game. Instead, only focus on resolving the issue. Once you have put forth your apology, simply reiterate what you have understood what the customer's complaint is.

 

Maintain a very positive demeanour and tone

 

At times, you may be having a face-to-face conversation with the customer, while at others, the interaction may be taking place over the phone. Either way, it's important that you use the right tone, body language as well as spoken language.

 

Your tone should reflect the sincerity with which you are apologising to the customer. This is even more important when you are communicating with the customer on a call as they have only your voice to go by.

 

Provide a quick resolution

 

Address the problem promptly and focus on resolving the issue without delay. While it may not always be possible to provide an immediate resolution for every problem, it's crucial that you get the gears into motion; give the customer a turnaround time frame to resolve the issue.

 

Follow-up with the customer

 

This is a vital aspect of the resolution process. Once the issue has been resolved, make it a point to call back the customer to check whether they are happy with the resolution and whether the product or service meet their expectations.

 

Shine the Spotlight on Customer Service

 

Customer service is all about focusing on the customers' needs and addressing issues without delay. We at MaxMyProfit are passionate about our job of coaching business owners to explore different ways of expanding and improving their business.

   

If you want any more information about our services, programs, events and podcasts etc., do visit our website. You can also connect with us via this online form or speak with us at this number - (02) 88085500

     

About the Author

Ben Fewtrell is a sought-after Business Coach, Keynote Speaker and trainer who has featured in Virgin’s Inflight Magazine and Entertainment Portal, SKY Business and “Secrets of Top Business Builders Exposed”. He is also the host of the popular Business Brain Food Podcast where he interviews leading experts on anything and everything business.

1 Star2 Stars3 Stars4 Stars5 Stars (No Ratings Yet)
Loading...

Leave a Reply

Your email address will not be published. Required fields are marked *

Top Rated Articles

How your company can adapt to the Digital Revolution

Over the last couple of years, technological innovation has brought about a rapid change in the customer service landsca

LEARN MORE

Will Marketing Automation Help Your Business Grow?

Marketing automation software can benefit your business in a number of ways. It is a great way to increase traffic, enco

LEARN MORE

How CRM Can Maximize Customer Lifetime Value (CLV)

"Keep your customers always on the frontline," this is a key philosophy to running a successful business. Customers are

LEARN MORE

Recently Viewed

99 Tasks You Can Outsource To Virtual Assistants

Email and Schedule Management Tasks   1. Filtering Email Inbox/Deleting Spam    If you are a business p

LEARN MORE

How Important are Small Businesses to the Economy

There are in excess of 2M small businesses in Australia and the number is billowing with every passing day. These small

LEARN MORE

6 Sydney Business Meetup Groups you Should be a Part Of

Being a member of a meetup group in Sydney is a great way of networking with people from your field. You can find new

LEARN MORE
  • Over the past 6 months the incredible team at MMP have supported us to shift our attitude towards our business & month on month our revenue is increasing to the point we will be able to employ additional staff to support our business goals long into the future. Do not regret our decision one single bit!

    • Emma Reece

  • Working with my coach has enabled me to see the areas where my business is failing. This was pretty confronting to me to be honest. MMP has the tools to improve these areas and the guidance on how to implement them.

    • Sharon Robinson

  • I have been working with Max My Profit for approx 3 years now, and over that time I have learnt a lot of things about not only what it takes to run a business, but I have also learnt things about myself. I don't believe i'd be the person or have the business I have today if it wasn't for Max My Profit and our Business Excelerator. Great team to work with if you want to take your business serious!

    • Ben Choy

  • As a new client for Max My Profit (MMP) it has taken no time at all to realise the benefits of business coaching. Despite many years of senior management experience starting a new business requires best practice systems and processes built on a solid platform of detailed planning. I look forward to the benefits of adopting the formula being shared by MMP.

    • Campbell MacLeod

  • Max My Profit Are truly awesome at what they do. They have helped me over the past 12 months to get off the tools in my business and start working on my business. I am looking forward to 2019 with enthusiasm not concern. Thanks so much.

    • Aaron Kemp

  • If you are committed to Growth the Max My Profit Team has the tools and expertise to excelerate all areas of your life. They Care, They Listen, They Understand You as an Individual first then they focus on Your business. Thank you Max My Profit my rating is a 6/5 - Kindest Regards The Mr Handyfix Team

    • Catherine Kavadas

  • The team at Max My Profit are an absolute pleasure to deal with. I love working with a team who is on top of what they are doing and have a clear view of what they are working on with you and helping ensure you get to the end goal.

    • Lauren Watts

  • I have been working with MaxMyProfit over the years and what they do for SME's in growing their business is fantastic. Also due to there knowledge and their supporting material for companies across the 5 lifestyle stages and assisting them through this process day in day out is extremely comforting as a small business owner and have referred them many businesses over the years.

    • Steve Laingy

  • Working with a business coach from MaxMyProfit has been one of the best things I have done for my business. I had several other coaches before MaxMyProfit but these guys are a step above the others. I have seen a significant increase in sales, now have a business that can run itself and the coaching program has paid for itself many times over.

    • Matthew Kitchin

  • Much more than just business coaches. There is an absolute treasure chest of business knowledge in their members site.

    • Iain Campbell

  • Max My Profit are unique as they really partner with you to develop and implement a plan that will drive success for the business. I was hesitant to proceed as previous business coaches tell you what to do and rely on you to implement.

    • Michael de Haan

  • I attended one of Max My Profits introductory events in Melbourne. Having been an accountant for almost 30 years, I was somewhat sceptical. Boy was I wrong. I not only enjoyed the presentation, but I gleaned so much from just that session.

    • Daniel Odd

  • These guys are an absolute wealth of knowledge for Small Business. The programme and support networks they have set up ensure learn more every day and can take your business from good to great. Thanks so much.

    • John Butler