Narms Conference 2010 - Tampa

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Narms Conference 2010 - Tampa

  1. 2. “ Do I have your attention now?”
  2. 3. Customer Recovery Strategy for WOWing a Customer You Can’t Afford to Lose <ul><li>Go for “WOW” </li></ul><ul><li>Apologize when things go wrong </li></ul><ul><li>Proactively respond before customers complain (“Golden Rules” behaviors) </li></ul><ul><li>Explain what happened and what you’re doing about it </li></ul><ul><li>Rectify the problem </li></ul>
  3. 4. Zane’s Strives for 7 WOWs
  4. 9. Apologizing at American Airlines
  5. 10. “ Golden Rules” Behavior at Southwest Airlines & Nordstrom’s <ul><li>Southwest’s “Chief Apology Officer” </li></ul><ul><li>Always think: (Nordstrom’s) </li></ul><ul><ul><li>How will it affect my customer? If I were the customer, how would I feel? </li></ul></ul><ul><ul><li>Do what’s right for the customer and you have done what is right for the organization </li></ul></ul>
  6. 11. Click to add title Explain what happened and what you’re doing about it .
  7. 12. Q & A <ul><li>Email me at [email_address] for </li></ul><ul><li>Additional questions not answered today </li></ul><ul><li>For a copy of today’s presentation </li></ul><ul><li>Blog: www.customerservicetraining.biz </li></ul><ul><li>Web: www.MyraGolden.com </li></ul><ul><li>Twitter: www.twitter.com/MyraGolden </li></ul>

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