Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 16, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…

Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 16, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…

Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 14, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…

Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 13, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…

Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 12, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…

Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 10, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…

Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 10, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…

Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 8, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…

Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 6, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…

Five Steps to Service Recovery – Complaint Recovery Process For Credit Unions
RecoverySoft / February 6, 2019

When member service goes wrong, think “damage control”. A good recovery process can turn angry, frustrated members into loyal ones. It can create more goodwill than if things had gone smoothly in the first place. On the other hand, the failure to resolve the problem results in the member spreading their dissatisfaction to many other people. Think about the last time you had a complaint that was not resolved. How many relatives, friends and co-workers did you tell? Studies have shown that for every 100 dissatisfied members, 4 will formally complain, 91 will tell 8-10 others, and 5 will tell 20 others. That turns into over 800 people receiving a negative view of the credit union! Five Steps to Service Recovery 1. Apologize. Start by telling the member, personally and sincerely, “I’m sorry.” Members don’t care whose fault the problem was – they want someone to champion their cause. So sincerely apologize on behalf of the credit union and take responsibility for the error. 2. Listen and empathize. You need to listen, and you need to care. These are the tools for service recovery. Avoid using phrases such as, “I understand” and “I know how you feel.”. There is no…