Resolving Customer Issues Successfully Requires a Plan

Good customer service is planned and not an accident.  While we work very hard to provide the highest level of customer service, there are still issues that arise that must be dealt with in any business.  In order to handle them well, you need a plan.

We call our plan WALRAS.  While it is not spelled like the animal ‘walrus’ it certainly sounds like ‘walrus’ and it’s a great memory aid.  WALRAS is the acronym for the plan.  If you follow WALRAS you greatly improve your chances of calming the emotions of the situation, logically discussing solutions and regaining a happy customer.

WALRAS

When as issue is presented, take ownership.  Do not pass the problem off to someone else.  The customer views that as disinterest and it is very frustrating.

Apologize immediately.  Regardless of what the details surrounding the issue are.

Listen.  Ask them to explain the issue and listen.  Do not interrupt.  If you are on the phone insert ‘I see,’ ‘OK’ or other small phrases you are comfortable with periodically to let them know you are still listening.

Repeat.  When the customer has finished, thank them for bringing this to your attention and recap the main points to be sure you understand.  Perhaps start by saying, ‘I want to make sure that I understand the issue.  Repeat what you understand the issue to be.  Is my understanding correct?’

Apologize again now including the issue.

Solve.  Let them know that you are want to correct this immediately.  If the solution has not already been stated by the customer ask them what they see as the resolution to this issue.  If at all possible solve the issue at that point or agree on the resolution on that phone call.  If you cannot resolve the problem on that phone call, give a specific time later that day that you will return the phone call with an answer.

Follow Up

After the solution has been put in effect, call the customer back and make sure that everything is satisfactory.  Determine if any other issues may be lingering and let them know that if there are any other issues that come up you will be glad to help.

Treat others as you wish to be treated.  You have been an unhappy customer before too and likely you didn’t want the company to just chalk it up to your being difficult.  You simply wanted good service.   Don’t blame your customer or dismiss their concerns by labeling them ‘difficult.’  Make it your goal to leave every customer a cheerleader that would gladly refer you to others!

Jeremy Reets - CEO