When problems do arise, tell the customer about it before they tell you Then keep them informed of any progress - or lack of it. Make sure that whoever speaks to them has all the information needed to resolve the situation. Make sure that they also have enough confidence and authority to make the necessary decisions to keep the customer. The key to this is giving your staff the confidence that their decisions will be accepted and respected by you. Treat the customer as an individual.
Research shows customers recognise that things can go wrong in any system.
What makes a difference to their perception of the company concerned is how they deal with the problem. Watch out for more advice and information coming soon.