Eventually, something will go wrong in a customer relationship. But what if you’re the one who screwed things up?

No matter how you phrase it, apologizing for a service failure is never easy. If you don’t phrase your apology the right way, you not only risk losing the customer you’ve wronged, but you also risk all future revenue from that relationship. Losing that customer also means losing the opportunity to grow or expand within their account.

Regardless of what went wrong, both the way you handle that failure and the conversations you have along the way are vital to managing your customer’s feelings about you later in the relationship. 

Watch this members-only Training Tuesday replay with Doug Hutton, EVP Customer Experience, to learn how to handle a customer crisis in a way that not only rescues the relationship, but can advance it to an even higher level.