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How to respond when a customer reports a bug/issue in your product:
1. DO NOT BE DEFENSIVE.
This will probably be your knee-jerk reaction if you& #39;re like me. Don& #39;t do it. It won& #39;t help.
[cont.]
1. DO NOT BE DEFENSIVE.
This will probably be your knee-jerk reaction if you& #39;re like me. Don& #39;t do it. It won& #39;t help.
[cont.]
2. DO NOT SAY "I& #39;m sorry"
This might be more controversial, but, unless you& #39;re literally guiltyâyou don& #39;t need to say I& #39;m sorry. It ONLY pacifies your own bad feelings; it doesn& #39;t help your customer.
("I& #39;m sorry that happened" is kind of a gray area.)
This might be more controversial, but, unless you& #39;re literally guiltyâyou don& #39;t need to say I& #39;m sorry. It ONLY pacifies your own bad feelings; it doesn& #39;t help your customer.
("I& #39;m sorry that happened" is kind of a gray area.)
Ok, so what do you do ...
3. Make sure you get all the information.
What were they doing? When did it happen? What the result? What did they expect to happen? You need to get the information required to solve the problem. It& #39;s best to do this upfront in the initial convo.
3. Make sure you get all the information.
What were they doing? When did it happen? What the result? What did they expect to happen? You need to get the information required to solve the problem. It& #39;s best to do this upfront in the initial convo.
4. Give an expectation for next step.
"I& #39;m working on it and will let you know when it& #39;s fixed" or "the team is going to investigate." Then, actually go and do that right away.
Follow up about timelines of when it will be resolved (especially if it takes >1 day to fix).
"I& #39;m working on it and will let you know when it& #39;s fixed" or "the team is going to investigate." Then, actually go and do that right away.
Follow up about timelines of when it will be resolved (especially if it takes >1 day to fix).
5. Give something to compensate for the issue.
It can be some extra credits for your product, money back, etc. They had some trouble; you& #39;re working on fixing it. This is MUCH better than "I& #39;m sorry".
I usually give a free month of @chime_social PRO to folks who report issues.
It can be some extra credits for your product, money back, etc. They had some trouble; you& #39;re working on fixing it. This is MUCH better than "I& #39;m sorry".
I usually give a free month of @chime_social PRO to folks who report issues.
6. Say "Thank you"!
This person cared enough to take time out of their day to let you know an issue with your product so that you can make it better. How awesome is that? A verbal/written "thank you" and show of gratitude (step 5) can go a long way.
This person cared enough to take time out of their day to let you know an issue with your product so that you can make it better. How awesome is that? A verbal/written "thank you" and show of gratitude (step 5) can go a long way.
This thread was scheduled with @chime_social. Check it out ... and report bugs (you might even earn yourself something in return!)
