Many Customer Service nightmares arise out of poor communication. Customers are at the brunt end of a situation that they can’t control. They are frustrated, powerless, and in the dark. Companies often respond by trying to hide, ignore or even deceive the customers when there’s been an interruption in the service delivery system.
Wayne Hastings provided a great example of one company, Southwest Airlines, and how they responded to a flight delay by being brutally honest with passengers – and how it made a difference in the passengers attitudes.
Customers can be surprisingly understanding and forgiving if they feel that a company is being direct and honest about a problem.