Are your customers holding out for hero? In this episode BDR Coach, Trainer, and customer service expert Catherine Bares explains how to become a customer service hero by fine tuning how you react when your company experiences a service failure and then applying the six steps for dealing with unhappy customers. Find out how to position yourself to make a heroic customer save that leads to increased customer loyalty and referrals.

(01:00) – Recognizing When a Customer is Unhappy

(02:57) – What a Company Should Do After a Mistake Has Been Made

(08:07) – What NOT to Do When You Have a Service Failure

(10:34) – 6 Steps for Handling Unhappy Customers

(16:20) – Importance of Keeping a Positive Attitude

(18:16) – The Process of Solving the Problem

(22:37) – Finding the Best Approach to a Solution

(26:35) – The Heroic Save in Customer Service

(35:40) – Making the Future Fix

(38:15) – Applying Customer Service Internally