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Make Mistakes Right: Five Ways to Improve Your Organization When You Blow It

Summary: When we approach customer problems as opportunities to grow and learn, they can become building blocks to better quality and service and a better public image. This article presents five steps for dealing with customer problems. First, admit that you made a misstep or error; this generally diffuses the customer's anger. Second, trace the mistake back to its origins, and make adjustments to prevent a similar mistake from happening in the future. Third, don't try to place blame; focus on fixing the problem. Fourth, document the mistake, and how to fix it, in writing. Fifth, describe to the customer how the mistake happened, what changes are being implemented to prevent recurrence, and how the company is going to make things right.

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  • Topics: Customer Satisfaction and Value
  • Keywords: Service quality, Customer service, Customer complaints, Customer satisfaction (CS)
  • Author: Houlihan, Michael; Harvey, Bonnie
  • Journal: Journal for Quality and Participation