Houston, we have a #Custserv problem

In a way, the adventures of the Apollo 13 mission couldn’t have happened without a little Customer service. The crew were in a bit of a jam and had to rely on Mission Control to figure out the solution to their infamous problem. This time, I have my own Mission Control in the form of Toby Metcalf who graciously provided the following Guest Blog. Enjoy. Then follow him for more insights on Customer Service and other goodness!


Jim Lovell: Houston, we have a problem.

It may come from a customer’s call, email, or a comment read while social listening – complaints are out there.  Because we are on the front lines, we have the responsibility to triage and communicate these issues internally to departments who can solve the problem.

NASA Director: This could be the worst disaster NASA’s ever faced.

Gene Kranz: With all due respect, sir, I believe this is gonna be our finest hour.

Problems happen, but the very best brands do not wish them away, they see them as opportunities to shine and are willing to go the extra mile to make things right.

Gene Kranz: Let’s work the problem people. Let’s not make things worse by guessing.

It is important to see the issue through the eyes of you customer.  Is your solution easiest for your or best for them?  Have you confirmed their expectations and satisfaction?

Gene Kranz: I don’t care about what anything was DESIGNED to do, I care about what it CAN do.

Your customer is not trying to get under your skin, your customer is trying to learn more about your product or service.  Forget about the stock answer, solution, or product – tailor things to the needs of your customer.

Jim Lovell: Gentlemen, what are your intentions?

This can be a great question to throw back to a troll because it cuts to the chase and forces him to commit to an answer.  For customers with legitimate complaints, you learn what solution will satisfy them while opening up a dialog of what you can deliver.

Thanks again Toby, for taking the time to choose the movie and sharing your thoughts! I look forward to more with you soon!


Image Credit: IMDB

Quotes: IMDB


One thought on “Houston, we have a #Custserv problem

  1. “With all due respect, sir, I believe this is gonna be our finest hour.” Wow! What a response to a problem. I feel challenged to respond to adverse situations in this way!

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