We all know how frustrating it can be when the person that you complain to is unable to fix the problem or simply hands you off to someone else, meaning that you have to explain the situation all over again. That’s why it’s important to take ownership of resolving the customer’s issue, even if that means enlisting the help of others in order to do so.
The more dedicated and determined you are when it comes to fixing a customer problem the more likely you’ll be to win their loyalty and advocacy. If you do have to hand off to someone else, make sure that you fully explain the problem, communicate how the customer feels and follow up to ensure that the customer is happy with the outcome.
The Magic of Owning a Customer-Service Problem