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Hi Reader,

I once worked for a customer service team better described as the "Department of Customer Misery."

Our company had a lot of upset customers.

We got their orders wrong. A lot. If it wasn't wrong, it was damaged. Or we just sent it to the wrong address and then made the customer wait while we sorted things out with the shipper.

It was our job to make them happy again.

I tried a lot of different techniques. One technique consistently got customers to give us another try.

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Master the Art of Handwritten Notes

Handwritten notes can make a huge impression.

Customers appreciate them as a thank you for their business because it's personal and the sender obviously put a little bit of thought into it.

At the Department of Misery, I learned a handwritten apology note was a highly effective way to get customers to give us a second chance.
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There are a few steps to make note writing fairly easy.

1. Keep a box of note cards handy. This way you can write the note as soon as something good happens.
2. Be brief, but descriptive. A good note is only a few sentences long. Use those sentences to describe why you appreciate your customer.
3. Deliver the letter the sooner the better. Speed is good.

Bonus Info: LinkedIn Learning subscribers can explore more techniques for preserving the relationship with customers after a service failure.

New blog post: Understanding Service Icebergs

Do you hunt icebergs? A customer service iceberg is an issue that seems small on the surface, but is really a much bigger issue.

An iceberg in my own business prompted me to write my latest post. I created this short guide to help you avoid my mistake: Let's hunt icebergs!​

Have a great week!
Jeff

PS. Do you enjoy these weekly tips? Writing a short testimonial is a great way to say "thank you." I've created an easy form.
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Jeff Toister
The Service Culture Guide
619-955-7946
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