Customer Experience Strategy: Never Be Late

  1. You must state the facts. You are going to be late.
  2. Apologize and acknowledge the inconvenience.
  3. Practice transparency with a clear explanation.
  4. Make a promise of a new date/time. It could be 15 minutes late for a meeting or 15 days (or more) late for a shipment. Be realistic. You don’t want to have to do this again.
  5. Keep the customer updated with ongoing messages as needed.
  6. Customers want and expect you to be proactive with your communication, especially if something is wrong. Our customer service research found that 81% of them (over 1,000) customers we surveyed expect companies to reach out to them as soon as possible if there is a problem with their order or service.

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Shep Hyken

Shep Hyken

Shep Hyken, customer service expert, business speaker and New York Times bestselling author, helps companies deliver AMAZING customer service and experiences!