Ownership and accountability. When is the last time you spoke to someone that was in customer service and they took full accountability and ownership of what went wrong? I have to tell you right now, this may not be easy for some, but when you do that, you'll have more respect and appreciation than ever before.
If someone says, you know, they came out three times you, we did, and I don't understand what happened either. But it's our fault and you deserve better. And if you don't mind, I'd like to come in and take care of it right away. I fully understand. You should be upset. I'll tell you what, though, there's no excuse.
We're doing the best we can and I don't know what happened. But from here forward, I do know what's going to happen and we're going to find a solution. So just take ownership, be a little embarrassed sometimes, drop it, move forward and start finding a solution and watch how much more your customers appreciate you.
