When the service goes wrong, think of "damage". A good recovery process can turn angry, frustrated members into safe ones. It can create more kindness than if things had gone well in the first place.
On the other hand, the failure to solve the problem in the member leads to dissatisfaction with many others. Think of the last time you had a complaint that was not resolved. How many relatives, friends and colleagues did you say? Studies have shown that for every 100 dissatisfied members, 4 will basically complain, 91 will say 8-10 others and 5 will say 20 others. It turns into over 800 people who get a negative view of the credit union!
Five steps to restore service
1. Sorry. Start by telling the member personally and sincerely: "I'm sorry." Members don't care who teach the problem – they want someone to become a champion. So, sincerely ask for the loan company and take responsibility for the error.
2. Listen and understand. You need to listen, and you need to think. These are tools for restoring the service. Avoid using phrases like "I understand" and "I know how you feel." There is no way you understand how someone else feels. Instead, try, "I can only imagine how you feel.", "It must be so annoying." Or "what an unfortunate situation." Listening and compassion help members relax and feel like they are understanding.
3. Fix the problem. When the employee has already been aware of the situation, do what is necessary to resolve the problem as soon as possible. One of the most effective ways to go ahead is to ask the company what they want. To solve problems, employees must have power. They must be able to bend and break the rules to satisfy members. However, most members want what they originally asked for.
4. Offer a settlement. Repayment processes will be evaluated by members if they include, even symbolically, some kind of atonement. "I want to do it to you." The larger the service offering, and the more appraised the member, the greater the Atonement must be to restore the member to a satisfactory position. Providing a refund, gift card, or other benefit, depending on the severity of the problem, is still a powerful way to recover the service.
No credit union can afford to lose members, if only because it costs much more to change membership but it means holding one – five times more, most experts agree. Loan Fund Efforts to Ensure Long-term Members are Satisfied With Increased Revenue Revenue, Reference Sales, Reduced Membership Costs, and Less Commitments.
5. Follow through. A few days after you have found the problem, check out. Call the club and ask, "Have we got everything for you?" and "What can we do for you?" Be sure they are happy.
It is important to create a service response process (such as the above) that contains the specifically defined steps that need to be followed. Create a service invitation example with strict instructions for employees to attend or review. For example, in the case of misunderstood lending, offer the company a release or give a gift card. Have pre-printed coupons for 1/4% of next loan or free copy.
Train employees. All employees should be trained to follow the above five steps. Use real-life examples of complaints in your training. How would you deal with it? What can we do better? Make sure employees understand the scope of their volunteers. If you want to be able to deal with complaints really, you need to forget it. It's something that takes exercise.