http://www.thecompanyrocks.com/blog/customer-service/empathy-serve-it-to-your-customers/ Learn to identify your competitive advantage and to sharpen your communications Fri, 21 Nov 2008 23:14:12 +0000 http://wordpress.org/?v=2.6.1 http://www.thecompanyrocks.com/blog/customer-service/empathy-serve-it-to-your-customers/#comment-126 The Company Rocks » Blog Archive » When to fire your customer Mon, 19 May 2008 22:32:02 +0000 http://www.thecompanyrocks.com/blog/?p=222#comment-126 [...] If I were the Customer Service head at the cruise line, here’s what I would have done. After reviewing the client history file, I would have answered their next letter of complaint with a simple, “Thank you! I am sorry that we did not meet your standards.” No discount voucher, no plea to give us another chance. Just say, “You’re right! We did not meet your expectations.” Here is a related post that I wrote earlier this year on this topic. http://www.thecompanyrocks.com/blog/2008/04/22/empathy-serve-it-to-your-customers/ [...] [...] If I were the Customer Service head at the cruise line, here’s what I would have done. After reviewing the client history file, I would have answered their next letter of complaint with a simple, “Thank you! I am sorry that we did not meet your standards.” No discount voucher, no plea to give us another chance. Just say, “You’re right! We did not meet your expectations.” Here is a related post that I wrote earlier this year on this topic. http://www.thecompanyrocks.com/blog/2008/04/22/empathy-serve-it-to-your-customers/ [...]

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