Customer service recovery: Is your bilingual call center doing it right?

No company dreams of ever facing a customer service blunder. Customer satisfaction and brand image are important building blocks of business success, which is why it’s becoming all the more crucial for brands to entrust the unique needs of their Cantonese-speaking customers to experts. But no matter how fully equipped your bilingual call center is, an inevitable and unexpected issue may come and cause inconvenience to your valued customers.

You can’t control natural calamities from delaying deliveries or getting things mixed up, but there’s always a way to recover from mishaps. So, make sure that these basic service recovery measures are part of your overall customer service strategy:


1.     Apologize


People want sincerity from the brands they support and do business with, so when expressing your regrets for troubles, scripted apologies just won’t work. Let customers see that you’re owning up to the mistake. More than acknowledgment, however, they want to feel that they are heard and affirmed. Apologies should therefore be followed by action—apologies are never complete without solutions.


2.     Review


Reviewing incident reports is thoroughly helpful in coming up with the most appropriate action to take. This is why it’s good to ask for the complainants’ participation when analyzing the issue at hand. This not only proves your intention to help; it also lets you get a clearer insight about what went wrong and how it can be appeased based directly from your customer’s accounts.


3.     Follow up


What must come after fixing the problem is a follow-up for updating the customer about the progress of his case and for getting feedback about your solution’s effectiveness. Following up can assure you that the issue has been truly solved and that the complainant is satisfied with your action.


4.     Document


During or after taking care of an incident, there should be a thorough documentation of the problem’s causes and the people involved. Small details such as dates, locations, and durations also matter because they help in detecting trends, which can be used in improving your service or anticipating future troubles.

Customer service disasters are never welcome, but they’re inevitable in any industry, so you better be ready to face breakdowns. By having a reliable disaster recovery plan in place, you not only get back on your feet, but also come back stronger, wiser, and better than before.



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