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