1. Find out what the problem is.
    • Listen carefully to the customer’s explanation of the problem.
    • Ask questions to clarify.
    • Paraphrase to be sure you understand the problem.
  2. Find out what the customer expects to be done about it.
    • Listen to what the customer wants you to do about the problem.
    • If the customer’s expectations can be met, offer assurances that the problem will be solved.
  3. Take personal responsibility for solving the problem.
    • Offer to help.
    • Don’t pass the problem along to someone else.
    • Know the policies of your organization.
    • Explain the options calmly.
  4. Go out of your way to make the customer comfortable.
    • If you know that a problem may take awhile to solve, do whatever you can to make the customer comfortable during the wait.
    • Don’t leave a person on hold for more than two minutes. Instead, offer to call back.
    • In a face-to-face situation, suggest the customer wait in a more comfortable area, or come back in an hour.
    • Offer lunch, coffee, or magazines—anything to show that you care and that you will solve the problem.
  5. Maintain an objective frame of mind.When someone is angry, don’t take it personally. The person is angry at the problem, not at you. So just listen. Let the person who is angry get his or her feelings out.
  6. Stay positive and calm.
    • Apologize for the difficulty, even when it was not your fault.
    • Don’t blame others for the problem.
    • Never tell an external customer that the problem is something that always happens.
  7. Resolve the problem quickly.
    • Think resourcefully. Try to determine the fastest and most effective way to solve the problem.
    • Offer reasonable alternatives if you can’t give them exactly what they want.
    • If you need to get someone else involved, explain the problem so the customer does not have to repeat it. And stay involved, even when someone else is helping.
  8. Follow through.
    • At a later time, make sure that the problem was solved to the customer’s satisfaction.
    • Never ask the customer whether the problem was solved or what happened. You should know these answers.
    • Send a letter of apology, a gift, or premiums such as coupons, a free item, or additional service.
  9. Look at the big picture.
    • Determine if the problem is a recurring one. If so, figure out ways to prevent it from happening again.
    • Work with others to find out how they solve similar problems.
    • Try to put a dollar cost on poor recovery.
  10. Look for common sources of problems in the recovery process itself.For example, the source of the problem may be one of the following:
    • Inappropriate selection of people to handle recovery
    • Inadequate internal support systems (information and other) to do the job
    • Poor training
    • Insufficient latitude (within limits) allowed by management to deliver results to customers
    • Inadequate recognition and reward for good service recovery