KEY FACTS - Taking responsibility

Key Fact: Customers appreciate advisers who take ownership and promise action. There’s nothing that annoys customers more than broken promises and things not being done.

• Most customer complaints relate to non-action by the organisation, so advisers who take personal responsibility for what will be done and provide reassurance have more satisfied customers at the end of the call.
• Conversely, avoiding taking responsibility for anything or saying they don't have the knowledge or authority to do something is likely to lead to increased customer dissatisfaction.
• Apologising is important when mistakes have been made. But too much becomes wearing and if the apology is not followed up with a promise of action it won’t impress the customer.

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