Fast Casual: Togo’s Exec Shares 5 Ways to Delight Unhappy Customers

With the massive amount of data that companies have from customers these days, there really is no excuse for not addressing customer issues and providing support to win them back. According to a recent Fast Casual article, Simona Krebs, manager of Brand & Guest Relations at Togo’s, provides the top best practices for customer support that will increase the likelihood of satisfying your customers and improving your business.

Being a customer of your own establishment can help you take a step back and really see the issues your brand is having during the customer experience. Walk a day in a customer’s shoes to learn how to improve and understand their voice.

Every customer that takes the time to share their feedback should be responded to and acknowledged in some way. The statistic that "for every customer complaint there are 26 other unhappy customers who have remained silent," should always be a part of your brand’s mindset for dealing with feedback.

Once you decide you will respond to all complaints, create a realistic plan for your organization to do so. Make sure the appropriate person or department is helping resolve issues and that there is a point person to field questions and organize support.

Togo’s believes it is important to acknowledge customer feedback to keep loyal fans on your side and show them that you are working to address issues quickly.

See the full list of tips and the original story here.