A Poor Customer Experience Usually Starts With an Expectation Gap

A poor customer experience often starts with an expectation gap. In this webinar clip, Rick Adams speaks with Jim Buscaglio about what CSMs should do first when a customer is upset. The answer is not to rush straight into solution mode. First, acknowledge the situation. Empathize with the customer. Understand what they expected. Understand what actually happened. Then solve the right problem. You can be sorry the customer is upset without immediately accepting blame. That distinction matters when trying to rebuild trust. 🎥 Watch the clip down below. #CustomerSuccess #CustomerExperience #CustomerRecovery #PCSMClips