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Customer Feedback Procedures

  • Be understanding and relate to their issue first and foremost – hear their problem
  • An account review/refresh is always the first response for quality issues, but only offer after they have gotten to say their part
  • Apologize once
  • Over apologizing makes people feel like they should be angrier or can make people uncomfortable
  • Just apologize and move to the solution for their problem
  • New AM if it has happened before and keeps happening
  • Always schedule an ARI (Account Review Inspection/Audit) call/zoom to talk through the issues
  • Ask them “HOW CAN WE MAKE THIS RIGHT” sometimes it’s very minor or an easy fix
  • Only offer credit (only SC can otherwise) as last resort – Ask SC manger before offering the any credits
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