You probably have noticed J.C. Penney's heartfelt apology taking over the airwaves afterposting a 13 billion decline in revenue while trying to attract young customers to their stores. In this new
What if YOU make a mistake?
Admit it-- Managers often look to protect themselves instead of helping the dealership move forward. None of these actions will
Be empathetic--While there are many things outside your control, you can train your staff to practice empathy when the customer is disappointed with an outcome.
Open your ears-- When a customer actually takes the time to tell you what’s wrong instead of hiding away and complaining online, is a great opportunity to learn something.Give the customer different options for communicating, including social media, email, phone, text, and regular mail. Make sure there are processes in place to respond to these the same day.
Changes to be made--Tell your customer specific changes that will be made in order to correct a mistake. If you cannot come up with an action plan immediately, get back to the customer in a specific period of time to make sure this is done.
Do better--Customers get frustrated if they get repeat apologies for the same mistakes and nothing ever changes.
So how does J.C. Penney commercial end?
"Come back to J.C. Penney. We heard you; now we'd love to see you," the voice-over states.
What do you think of J.C Penney’s campaign? Would you ever issue a heartfelt apology like this over the airwaves? Comment below!