Transform Customer Problems Into Opportunities
September 03, 2019
The Ritz-Carlton Leadership Center
Even in a highly-engaged organization, customer problems will always occur. Sometimes we may have control over preventing these problems. Other times, they happen outside our control. What we can control, is our service recovery strategy. The good news is that we can increase customer engagement, even when problems do occur.
Looking at a problem as a business opportunity isn’t just being optimistic – it’s the truth.
When an organization handles a customer problem effectively, customer engagement can actually increase and become higher than it was before the problem occurred. Thus, a customer with medium engagement could become highly-engaged if your organization was able to provide excellent service recovery. Of course, the converse is true: poor service recovery and problem resolution are much more damaging to customer engagement than the actual customer problem. Customers understand that problems will occur, but they are less understanding when your organization struggles to resolve the problem.
Problem resolution and service recovery are strategies best planned in advance.
Planning and sharing your organization’s strategies to handle customer problems will ensure that every problem then becomes an opportunity to increase engagement. One important component of your strategy must include minimizing the number of employees with which a customer must interact while on the problem resolution journey.
Join us at one of our upcoming Service Excellence Culture courses and learn how The Ritz-Carlton Empowerment Guidelines reduce problem resolution costs and create consistently exceptional service.