From the course: Customer Service Foundations

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Taking ownership of problems

Taking ownership of problems

From the course: Customer Service Foundations

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Taking ownership of problems

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- Have you ever gotten the runaround as a customer? Perhaps someone said they would call you back, but they didn't or you got transferred from one department to another, but nobody could help you. Maybe somebody assured you the issue was fixed, but it still kept happening. These are some of the most frustrating experiences for a customer. In most cases, they could have been prevented if only someone took ownership. Taking ownership involves accepting responsibility for finding a resolution, even if it means putting in extra effort and navigating around obstacles that get in the way. This video explores ways taking ownership can help you provide outstanding customer service. But first, let's examine some reasons why it might be tempting to avoid taking ownership. One is, that's not my job. Customers might come to you with problems that someone else is supposed to solve. Taking ownership doesn't necessarily mean that you…

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