The Amy Porterfield Show

#712: Dealing with Disaster in Italy: 4 Ways I’m Transforming my Customer Support Strategy After an Overseas Ordeal

8 snips
Sep 5, 2024
Customer service can make or break lasting relationships with clients. A frustrating experience in Italy led to transformative strategies for enhancing support. Acknowledging customer feelings and providing clear next steps are vital. Proactive follow-ups can turn negativity into delight, creating memorable experiences. Plus, using customer feedback helps identify improvement areas. With an emphasis on building a comprehensive service playbook, the discussion underscores the importance of extraordinary service in driving business growth.
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ANECDOTE

Lost Luggage in Italy

  • Amy Porterfield, her husband Hobie, mom, and sister experienced lost luggage in Italy.
  • This ordeal caused stress and frustration, overshadowing the start of their trip.
ADVICE

Acknowledge and Validate

  • Acknowledge and validate customer feelings, regardless of fault.
  • Use empathetic language like, "I'm so sorry you're experiencing this. I can only imagine how frustrating this must be."
ADVICE

Provide Clear Next Steps

  • Provide clear next steps to customers, even without all the answers.
  • Outline the actions you'll take, offering reassurance and managing expectations.
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