A continuación, le indicamos cómo puede recuperar la confianza y la lealtad de los clientes después de una falla en el servicio.

I can't begin to stress how important a real apology is. Over the phone if possible. Show the customer you understand the frustration caused, and never say apologize, it's too formal. "I'm so sorry about this mess. We should have never let things get this far, but I promise I'm gonna work hard to fix this and regain your confidence in us."

Spontaneously being up-front about the error or service failure pits the cards on the table. Whether avoidable or not is not at issue. The customer base wants, needs and has every right to be made whole. Along with other vertical management teams, delineate and make determination as to recourse, retribution or remediation. Cascade to the reps what can be offered, under what conditions, as well as how to phrase to avoid further misunderstanding beyond the service failure which occurred.

First and foremost, openly acknowledge the error. This is fundamental. In my experience, customers appreciate transparency. They want to see that a brand holds itself accountable. It’s not just about admitting the mistake but also about showing that you understand the inconvenience caused. This sets the stage for rebuilding trust.

Every customer and situation is unique, and so should be the apology. I always try to personalize our apologies to reflect the specific issues experienced by the customer. It’s not just about saying "I’m sorry" but making it clear that you know what went wrong and you are genuinely remorseful. This personal touch can go a long way in making customers feel valued and respected.

Regaining customer trust and loyalty after a service failure requires empathy, effort, and open communication. I've learned that maintaining a dialogue is crucial, even after the issue is resolved. A simple follow-up call or email to ensure satisfaction and show genuine interest in their experience can go a long way. I also believe in keeping customers informed about new initiatives or improvements made based on their feedback. It's a personal touch that reassures them their voice matters and that we value their loyalty. By doing so, we rebuild trust, strengthen relationships, and turn mishaps into opportunities for growth.

In keeping with your existing corporate mission, determine which are the highest number of concerns. The issues should not be summarily aggregate. You need to breakdown the feedback constituent components: Within what faction, price range, scale of usage, other particular parameters. Try to cut through which and what data is valid. That which can be put in abeyance. That which to refer and present to stakeholders. Being persuasive will mean issuing reports with extensive data. The stakeholders typically are interested in summary or conclusion. This tome around they might discern more from heavier doses of a larger cross-section of customer responses.

Services may fail due to many reasons such as process errors, system issues or lack of training, ...etc. Regardles of the reason, the approach of fixing the problem should focus on both defining & implementing the corrective actions and preventive actions to ensure the problem is being fixed and will not be occuring in the future.