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 from them.
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.
The article was written by Kevin Stirtz