John Eklund, Pro Mach

SAVEing Customer Service

By John Eklund, Pro Mach | Permanent Link


There’s a really thought-provoking post over at the NY Times blog that offers some insights into customer service from Jay Goltz, a small business owner in Chicago. In How to S.A.V.E. Customer Service, he discusses the elements of a great customer service rep:

  • 20% – Being friendly
  • 40% – Knowing the products/services
  • 40% – Knowing how to take care of angry customers

That last 40% is what he really expounds on and shares a nice acronym on how to SAVE an angry customer:

  • S – Sympathize – Let them know they’ve been heard and that you see why they’re unhappy
  • A – Act – Tell them what you’re going to do to fix it
  • V – Vindicate – Assure them this is not business as usual
  • E – Eat Something – Do something to make it up to them

Following the SAVE methodology can go a long way. Read the full article to get more in-depth examples on how save customer service both inside and outside your company. Do you have an acronym or some other helpful script you have internally to help keep your customer service reps on task when dealing with an angry customer? Feel free to share in the comments below.

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