How can you handle missed deadlines with a customer?
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Missing a deadline is one of the worst scenarios for a customer support agent. It can damage your reputation, erode trust, and lead to unhappy customers. However, sometimes it is inevitable due to unforeseen circumstances, technical issues, or human error. How can you handle missed deadlines with a customer without losing their loyalty and satisfaction? Here are some tips to help you deal with this challenging situation.
The first step is to acknowledge the problem and apologize sincerely. Don't make excuses, blame others, or minimize the impact of the delay. Instead, explain what caused the problem, how you are working to fix it, and when you expect to deliver the solution. Be honest, transparent, and empathetic. Show that you understand how the customer feels and that you value their time and patience.
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Khouloud Dridi
Product Manager
The most important thing is to keep the customer posted about the progress and share clearly if any unplanned issues happen and may cause a delay. Apologize, explain the cause of the delay and how to fix it. Clear, continuous and honest communication is always better than making excuses.
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LXS Fregger
Passionate Client Success Administrator | Building Meaningful Relationships for Success | Continuous Learner and Growth Enthusiast
One thing I've found to be helpful is taking full ownership and not making excuses or pushing the blame to anyone else. Likewise, being forthcoming and empathetic.
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The next step is to offer a compensation or a gesture of goodwill to the customer. Depending on the severity of the problem and the expectations of the customer, this could be a refund, a discount, a free upgrade, a bonus feature, or a gift card. The goal is to show that you appreciate their business and that you are willing to make up for the inconvenience. Make sure that the compensation is appropriate, realistic, and approved by your manager.
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Renee Boyd
Service Advisor, Construction Equipment Australia
While dealing with the delays, offer a stopgap solution to minimise the downtime impact to the Customer's business. Even if you're unable to come up with a stopgap solution, the focus and understanding of the impact on their business doesn't go unnoticed.
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Oluwafisayomi Adeniyi
A young energetic graduate with extraordinary ability in graphics design, google suites and Microsoft Office suits, proficient in calendar manager and an executive virtual assistant
In the process of compensation don't try to impress and don't overdo it. It's a big turn-off for some customers and do not offer anything (that might put your job on the line) it makes you vulnerable and some customers might take advantage of the situation. Most importantly any form of compensation you are willing to offer must be in line with the business goal and approved by your manager or lead.
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The third step is to communicate frequently and proactively with the customer until the problem is resolved. Don't leave them in the dark or make them chase you for updates. Instead, send them regular emails, calls, or messages to inform them of the progress, the challenges, and the estimated completion time. Use positive and reassuring language and avoid vague or ambiguous statements. Keep them in the loop and ask for their feedback and input.
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Eliezer Chianakwalam
Customer Support & Community Management | UI/UX | Product Designer | Web3 Enthusiast
This is my favorite part. Don't leave them in the dark. A lot of people get scared and think ghosting the customers until they get the job done is the right way to go, but every customer prefers and deserves open, constant, honest communication until job is satisfactorily completed.
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LXS Fregger
Passionate Client Success Administrator | Building Meaningful Relationships for Success | Continuous Learner and Growth Enthusiast
In my experience, being proactive with updates and information can be the one thing that turns a demoter into a promoter. When you take ownership of updating a client, especially when they have had a poor experience (such as a missed appointment), it is imperative to keep your commitments and promises. Let your client have realistic expectations for the next communication and then set reminders for yourself to ensure you do not miss that follow up.
The fourth step is to deliver quality and exceed the customer's expectations. Don't rush or compromise on the quality of the solution just because you are late. Instead, make sure that the solution is tested, verified, and customized to the customer's needs and preferences. Add some extra value or functionality that the customer didn't ask for but would appreciate. Demonstrate that you care about their satisfaction and that you are committed to providing the best service possible.
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Muhammed Abusalih
Area Sales Manager at Lenzing Instruments GmbH & Co. KG
Offering quality solution is way better than a rushed one which can cause a loss of trust in your support. This way the customer will be sure that you are looking far real solution instead of simply closing an open case.
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Rahul Yadav
Handover Department Danube Properties
In your role as a Document Controller and Warehouse Manager, your dedication to maintaining and elevating standards is undoubtedly a valuable asset. It's individuals like you who contribute not only to the success of projects but also to the lasting legacy of the organization.
The final step is to follow up and learn from the experience. After you deliver the solution, contact the customer and ask them how they feel about it. Thank them for their cooperation and loyalty and apologize again for the delay. Solicit their feedback and suggestions on how you can improve your service and prevent future problems. Learn from their comments and implement changes or improvements in your processes, systems, or skills.
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Rahul Yadav
Handover Department Danube Properties
Following up isn't just a professional courtesy; it's a commitment to ensuring that our projects don't just conclude but thrive in the post-delivery phase. Whether it's checking in with clients to gather feedback or monitoring the performance of implemented solutions, the follow-up process is an integral part of our commitment to lasting success.
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Almad AFFODEGON
REDACTEUR EXPERT SEO / WEB MARKETER / CHEF D'ENTREPRISE
Il est essentiel de reconnaître l'importance de la communication transparente dans le domaine professionnel. S'excuser en cas de retard démontre non seulement le respect envers les autres, mais aussi l'engagement envers la qualité du service. En développant des relations solides avec les clients, fondées sur la compréhension mutuelle, on renforce la confiance et on favorise une collaboration fructueuse. En ce qui me concerne, les rares fois que cela m'est arrivé, les clients m'ont compris, car j'ai pris le temps de me familiariser avec eux, vu que mes résultats et la gestion clientèle sont, pour la plupart des temps satisfaisants et appréciés positivement.
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Muhammad Khan
Logistics CS at FedEx | Ground Operations | Shipment Release & Manifests creation
Acknowledge the delay, communicate honestly, provide a new timeline, offer solutions or compensation if necessary, and maintain a positive customer-centric attitude to resolve missed deadlines professionally.
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Osareme Tukele
M365 Technical Support Engineer | IT Enthusiastic | IT Specialist
Some of the ways to handle this are: 1) Set clear expectations 2) Communicate clearly and precisely. 3) Be accountable for the delay -don't play the victim card. 4) Provide regular feedback on the progress of the project.
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