When the membership service fails, consider "damage control". A good recovery process can turn angry, frustrated members into loyalties. It's good to do much more than when things go smoothly.
On the other hand, failing to solve the problem means that the member has flooded his dissatisfaction with more people. Think of the last time your complaint has not been solved. How many relatives, friends, and co-workers said? Studies have shown that for every 100 dissatisfied members, 4 formally complain, 91 will say 8 to 10, and 5 will say 20. This is more than 800 people who get a negative picture of the credit union.
Five Steps to Restoring Your Service
1. Apologizes. Start by personally and honestly telling the member: "I'm sorry". Members do not care whose fault the problem was – they want someone who is struggling for their cause. So I sincerely apologize for the credit union and take responsibility for the mistake
. Listen and empathize. You have to listen and care about it. These are service-recovery tools. Do not use terms such as "I understand" and "I know how you feel." One can not understand that someone else feels. Instead, try, "I can only imagine how you feel", "so frustrating," or "what a miserable situation". Listening and empathizing help people relax and feel they understand them.
3rd Fix the problem. After you know the situation, the employee must take the necessary steps to resolve the problem as quickly as possible. One of the most effective ways to move forward is to ask the member what he wants to do. Workers need to be empowered to solve the problems. You need to be able to bend and break the rules in order to satisfy the member. However, in most cases all members want what they originally requested.
4th Offer an Atonement. The process of recovery is evaluated by the members if they symbolically include some form of conciliation. – I want to hire you. The higher the service problem, the more valuable the member, the greater the atonement is to place the member into satisfaction. Depending on the severity of the problem, a refund, gift card or other compensation is still an effective tool for restoring the service
A credit union can not afford to lose members if it is because it spends a lot more on replacing a member than retaining a five- most experts agree. The desire of the credit union to make its members happy in the long term is by increasing revenue through recurring business, indirect sales, reduced membership costs and lower price competition.
Keep track of it. A few days after you felt that the issue was fixed, follow it. Invite the member and ask, "Have we recorded everything for you?" and "What else can we do for you?". Make sure you are satisfied
It is important to create a service recovery process (as above) that contains explicitly defined steps to be followed. Create examples for restoring the service with strict instructions that employees can or may exceed. For example, in the case of poorly written debt, the bid for a member to skip a payment or give them a gift card. Pre-printed coupons for 1/4% of the next credit or free check order.
Training of Workers. Every employee must be instructed to follow the above five steps. Use real examples of complaints in training. How would you handle it? What could we have done better? Make sure employees understand the extent of their mandate. If you have to deal effectively with complaints, you need to swallow the process. This is something that is doing practice.
Source by sbobet