Most customer service training includes roughly the same instructions for dealing with unhappy customers. But if such training is so commonplace, why is it that some businesses are so much better than others at taking those unhappy customers and turning them into happy, loyal clients?
The key: The best businesspeople add an additional step that helps turn a negative experience into a positive one. They may not even realize that’s what they’re doing -- it just comes naturally -- but the effect is noticeable. That extra step is to ease inconvenience. To successfully turn unhappy customers into happy and loyal customers, you must first assess what inconvenience the problem is causing your client. (Bloomberg Businessweek)