Greeting (stay positive and confident)

Start with Yes and the Customer’s Name: “Oh my gosh… that’s terrible.  Who do I have the pleasure of speaking with? Mr./Mrs. ___________, you have done the right thing by calling to let us know our services have not been perfect.  I am going to  make it my top priority to take care of you today.”

Listen and Care: “Tell me more…” “Oh no, that’s terrible.”

Say Yes: I’m glad you called to let us know.  We are going to fix this.

Ask: I want to get someone out there as soon as possible.  How soon are you available?

Book the Call

Build Value: Mr./Mrs._________, I want to let you know that you will not be responsible for paying for our mistakes, that’s on us.  We will take care of this, send our technician out there, have him determine exactly what went wrong last time we were there and how we can fix this once and for all.  The only way you will have to pay anything is if this is a completely new issue.

Gratitude: Thank you so much for helping us with your feedback and letting us know we did not perform our services perfect.

Follow Up:  “Mr. Jones, after the appointment I’m going to follow up with you to make sure everything went well, that you’re up and running, and that you are happy with our service.” (Put in calendar or put on sticky note to remember to call.)

Other Tips:

“Mr. Jones we do appreciate your feedback, it only makes us better. I have been taking notes of what has occurred and I plan to share this in my next company meeting that we are having on Wednesday. Is there anything else that we can do to provide the best experience for our customers?”