CX Week 2020 - Ask

Day 3 - How to Engage With A Dissatisfied Customer: "Ask”

This is the easiest for some, and most difficult for others. Sometimes, your solution(s) won’t be good enough. Not every customer wants an upgrade or something for free. This is your moment to get candid and truly learn what your customer needs. It’s good old-fashioned communication 101.

It’s incredible what you learn about someone when you simply ask. In many cases, validation and an apology is all that’s needed.