Problem these words in their subtext and stereotyped. The first is solved by synonyms, which organically fit into the context, the second - a complete replacement.
Problem = slip, failure, mistake, flaw (carefully with it, dangerous, because what is flawed for you can be the end of the world for the client), miss, difficulty, complexity, complicated
Inconvenience = specific difficulties experienced by the client (for example: sorry to have to wait, sorry for the courier being late, etc.)
I’ll add about inconveniences separately - they have every right to live and write to the client, but you can write “inconveniences” only when they are really inconvenient. Physically.
The client had to urgently go to you - inconvenience (really inconvenient)
The client has to use the full version of the site instead of the usual application - inconvenience (tolerable, but inconvenient)
A spoiled order was brought to the customer - this is NOT an inconvenience, this is a spoiled order
Your site has been down for a week - this is NOT an inconvenience, this is a non-working site and your mistakes, shortcomings
The courier is late - this is not an inconvenience, this courier is late
Apology, regrets, empathy, customer focus are all things, in fact they are waiting for you to resolve the issue, so hang a few stickers around:
An apology is always accompanied by a decision, awareness, timing and / or alternative.
Together with excuses, your message should contain:
- A temporary solution that will allow the client to wait without stress, or completely replace what is missing (some function does not work - how to find a replacement or make it manually, there is no product - what to order in return).
Awareness of the error, its recognition and correction. If something didn’t work for you, and you fixed it, but didn’t draw any conclusions, the client will not be sure whether you can trust further, so don’t skimp on the words and indicate this: we corrected, made conclusions, took measures, so as not to happen again.
This is a separate big topic: how to submit, when to compensate, and when to do with a kind word, so here the item will be present nominally. We will discuss in more detail a little later, while a little bit - for rethinking.
Compensation depends entirely on your product and your capabilities - you should not skimp on it, squander the fund too. Here are some useful notes on this subject:
- Do not devalue the compensation - give it only when the client really has lost something (time, money), when the client is ready to leave you and must be returned to the fold of loyalty (neatly with size, ridiculous compensation will only make it worse), otherwise your clients get used to it and it will cease to act as a gesture of reconciliation, and will be taken for granted.
Evaluate the volume: if this client invests hundreds of thousands in you, do not give him a check for 1,000 rubles and vice versa.
Give the team the freedom to choose compensation, do not build a motivation system on this, otherwise the operators will not give encouragement to the client where necessary, for fear of being fined. Compensation to the client should never be equal to the deprivation of the team (an exception is a serious mistake of employees, which led to large losses).
Compensation is not always money or goods. Offer personalized service, flower delivery on Saturday morning or write verses to the client - everything that will work, as care and attention, is good.
Compensation should be BEFORE the client gets angry, not after. This magic chuyka quickly appears with experience, but sometimes you have to remind yourself. If you write a letter about how you have adjusted and that the client will now have to wait, but you know that this is not your first mistake, not the first problem of the client or that this is an unstable client in itself, attach compensation to this same letter. Then you will prevent the explosion (if compensation is appropriate) and put the client in the position of "debtor", you will compensate him - he now understands you. If you give compensation when the client himself was forced to ask about it or when he is already at the limit and threatens you with reprisal, it either will not work (“put it in yourselves, you know where,” “I don’t need your handouts”), or it won’t work as it should.
After compensations, the client began to ask for discounts? Read what we think about this - What if the client asks for a discount.
Chapter 9 How to Accept Apologies
If your older brother teases you in front of his friends, this can seriously hurt your feelings. If the best friend borrowed your favorite top and poured mustard from top to bottom, it’s natural that you get angry. If your mother promised to come see how you play volleyball, but completely forgot about it, most likely, you will be offended and sad.
If a brother or friend or mother does not come to apologize for what they have done or what they have not done, you will become even sadder and you will become even more angry.
So when they come and ask for forgiveness - and they will most likely do it because they love you - it’s worth accepting their apologies.
It can be difficult, especially if you are still angry about what happened and want to be sure that they know it. However, most likely, they know, otherwise they would not apologize. If a brother, mother or girlfriend says: “I know that I offended you (ruined your blouse / missed your game, and I'm really sorry”), your answer should be: “I appreciate that you say that” or: "I understand".
A brother could do something nice for you to make amends for acting like a blockhead, and a friend might suggest you buy another blouse. And mom could do everything in her power not to miss your next game.
When you accept someone’s apology, everyone begins to feel better. This does not mean that nothing special has happened. This means that henceforth they will pay more attention to such things.
Say, "Everything is fine," when someone asks you for forgiveness.
Embrace a person immediately and act as if nothing had happened.
You have the right to feel resentment or anger when someone treated you carelessly or did something offensive. Sometimes it helps if you give each other a little time to cool down when an apology is brought and accepted.
Say, “I accept your apology,” when someone asks for forgiveness.
Say: "I accept your apologies, but you're just a bastard / you should have been careful / you made me feel terrible ... Don’t do this anymore."
When you accept apologies with a reservation (clarifications), then you do not accept them for real.
Forgive the one who reacted carelessly to you or did something offensive.
Forget about it if a person continues to do this over and over again.
Being a lady does not mean that you should be allowed to use your kindness. If the same act is repeated, it is worth discussing this.
8. We apologize and accept apologies
8. We apologize and accept apologies
I don’t know anyone who would be as hard to apologize as me. I never knew how to admit my mistakes. Having upset someone with a word or deed, I simply locked myself in. I listened to the complaints of the offended, staring at the floor and silently experiencing the injustice of the situation. I masterfully rethought the situation in my favor, blaming the other person for the deed and feeling like an innocent victim.
Fortunately, over time I became wiser. Now I calmly listen to critical remarks addressed to me and clearly understand what role my behavior played in the conflict. This does not mean at all that I assume responsibility for everything in the world. Although there has been such a period in my life. I was guilty, and I tried by all means to make up for the damage I had done. Now I readily listen to others, trying to understand how they reacted to what I said or did.
Of course, this is not an easy process. But otherwise, guilt, injustice, disappointment will tear you apart. Work on yourself. If you can plead guilty at least in half the cases - wonderful! If in one case out of ten it’s still not bad, because you are one tenth advanced in working on yourself. In the end, it will become your habit, a new way of thinking and a new stereotype of behavior will form.
Ulrika. When my son was three years old, we talked about how important it is to ask for forgiveness and how important its significance. I said that when you offended someone or did something stupid, you should ask for forgiveness, and you will feel how wonderful it is to get forgiveness. He paused and asked: “But you can’t just say:“ End of communication ”?”
There is a certain amount of nobility in apologizing for what has been said or done, because for this you need to have courage.
The same nobility is shown by one who accepts apology, gives forgiveness and does not give in to the temptation to retaliate.