Avionics News October 2012 - 69
Again, prepare a solution and apology, but that’s not your biggest challenge. “You have to emotionally compensate the customer,” Morrow said. “It’s all about apologizing and being sincere.” This should happen either by phone, or in the worst cases, in person by senior leadership. A supremely unhappy customer is a difficult call to field, so your front-line team should be trained to deal with this shark attack, according to Morrow. They should be capable of diffusing the complainer so the situation doesn’t turn into a forest fire; otherwise, a bungled effort will only infuriate them even more. The general rule of service recovery is this: “Fix the person first, then the problem,” Morrow said. This requires a multistep approach. First, let the volcano blow – that is, let the customer rage. Build rapport by apologizing and empathizing: “Thank you for letting us know about this; it certainly isn’t up to our standards. I’d be unhappy, too.” Provided you, or your team-member, doesn’t hide behind defensiveness or company policies, this should soothe some of the burn. Next, explain how you would suggest righting the wrong. Follow up to see if the situation has been corrected to the customer’s satisfaction. You may have killed the relationship, but at least you have corrected the situation. You may even earn a few points for your problem-solving skills. Explain, too, what you have done so it doesn’t happen again, and consider the value of a gift, reimbursement, write-off or even an apology
card from your staff that serves as a token not only for your remorse, but also as a demonstration of your desire to make the customer happy again. Surprisingly enough, a heartfelt gesture toward wowing the customer goes a long way. In any instance of a mistake, own
up to it and put honest effort into making it right. “The reality is mistakes are going to happen,” Drake said. “What truly defines us – what defines our value to the organization, or our value to the customer – is how we handle the mistakes.” q
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avionics news
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Avionics News October 2012
Table of Contents for the Digital Edition of Avionics News October 2012
Point of Communication
AEA Now
The View From Washington
International News and Regulatory Updates
Lightning Detection & Datalink
Member Profile
Cockpit Innovations
Member Profile
A Conversation With...
Understanding Autopilot Upgrades
Before & After
Member Profile
Pro-to-col
Business Basics
Theory & Practice
What's New
Marketplace Classifieds
Avionics News October 2012 - Intro
Avionics News October 2012 - Cover1
Avionics News October 2012 - Cover2
Avionics News October 2012 - 1
Avionics News October 2012 - 2
Avionics News October 2012 - 3
Avionics News October 2012 - Point of Communication
Avionics News October 2012 - 5
Avionics News October 2012 - AEA Now
Avionics News October 2012 - 7
Avionics News October 2012 - 8
Avionics News October 2012 - 9
Avionics News October 2012 - 10
Avionics News October 2012 - 11
Avionics News October 2012 - 12
Avionics News October 2012 - 13
Avionics News October 2012 - The View From Washington
Avionics News October 2012 - 15
Avionics News October 2012 - International News and Regulatory Updates
Avionics News October 2012 - 17
Avionics News October 2012 - 18
Avionics News October 2012 - 19
Avionics News October 2012 - Lightning Detection & Datalink
Avionics News October 2012 - 21
Avionics News October 2012 - 22
Avionics News October 2012 - 23
Avionics News October 2012 - 24
Avionics News October 2012 - 25
Avionics News October 2012 - 26
Avionics News October 2012 - 27
Avionics News October 2012 - Member Profile
Avionics News October 2012 - 29
Avionics News October 2012 - 30
Avionics News October 2012 - 31
Avionics News October 2012 - Cockpit Innovations
Avionics News October 2012 - 33
Avionics News October 2012 - 34
Avionics News October 2012 - 35
Avionics News October 2012 - 36
Avionics News October 2012 - 37
Avionics News October 2012 - 38
Avionics News October 2012 - 39
Avionics News October 2012 - Member Profile
Avionics News October 2012 - 41
Avionics News October 2012 - 42
Avionics News October 2012 - 43
Avionics News October 2012 - A Conversation With...
Avionics News October 2012 - 45
Avionics News October 2012 - Understanding Autopilot Upgrades
Avionics News October 2012 - 47
Avionics News October 2012 - 48
Avionics News October 2012 - 49
Avionics News October 2012 - 50
Avionics News October 2012 - 51
Avionics News October 2012 - 52
Avionics News October 2012 - 53
Avionics News October 2012 - 54
Avionics News October 2012 - 55
Avionics News October 2012 - Before & After
Avionics News October 2012 - 57
Avionics News October 2012 - Member Profile
Avionics News October 2012 - 59
Avionics News October 2012 - 60
Avionics News October 2012 - 61
Avionics News October 2012 - Pro-to-col
Avionics News October 2012 - 63
Avionics News October 2012 - 64
Avionics News October 2012 - 65
Avionics News October 2012 - Business Basics
Avionics News October 2012 - 67
Avionics News October 2012 - 68
Avionics News October 2012 - 69
Avionics News October 2012 - Theory & Practice
Avionics News October 2012 - 71
Avionics News October 2012 - 72
Avionics News October 2012 - 73
Avionics News October 2012 - What's New
Avionics News October 2012 - 75
Avionics News October 2012 - 76
Avionics News October 2012 - 77
Avionics News October 2012 - Marketplace Classifieds
Avionics News October 2012 - 79
Avionics News October 2012 - 80
Avionics News October 2012 - Cover3
Avionics News October 2012 - Cover4
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