Ask the customer to share their thoughts

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Offer a clear solution and plan
A critical part of rebuilding trust includes providing your customer with an acceptable solution and a plan to achieve it. You’ve been upfront about the problem and how it came about. Now, it’s time to propose the steps you’ll take to make things right.

Providing a clear plan for an optimal solution will help reestablish confidence in you and your company. Your client will feel better knowing that their issue will eventually be resolved. They’ll also be able to establish an estimated timeline, allowing them to adjust and plan accordingly on their side.

Ask for forgiveness
Yes. There’s a difference between apologizing and asking for forgiveness. Apologizing allows you to express regret for something you or your company has done. Asking for forgiveness is more about your customer and repairing your relationship with them.

Granted, it may seem less formal, and there’s some france phone numbers v vulnerability involved in asking someone to forgive you. But a request like this appeals to your customer on a human level and lets them know you care about their perception of your business.

Once you’ve offered an explanation, taken responsibility, and provided a possible solution, ask your customer for their thoughts on the way forward. This lets the client know that their opinion on the matter is important to you and that you want to consider all the factors before moving forward.

It’s also good to ask for feedback regarding how you’ve handled the situation. This shows that you care about the customer experience and want to ensure they receive the best possible service. It’s also a great way to build on your existing relationship with the customer.

Thank and reassure the customer
You’ll want to thank the customer for allowing you to explain the problem. But you’ll also need to thank them for their patience and understanding while you work toward resolving the issue for them.

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