Council Post: Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One

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How companies are spinning poor customer experience into a positive one:

The key to success is having go-to strategies for remedying the situation and regaining that customer's trust and loyalty. To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members ofYoung Entrepreneur Council members share their top customer service tips.This doesn't just mean being quiet while they talk. Actually listen to them.

Ask questions when they retell the story. Agree with them when they mention something that your company did wrong. It's fine to disagree with them, but always remember that missed expectations cause most upset customers. So even if you disagree with them, recognize that your company failed to properly communicate expectations . Obviously offer a solution where you can, but if you don't start with listening, the rest will be for naught.

 

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