How to handle your customer service for a product recall

In any business, sometimes things don’t go to plan. Products released may sometimes have small faults or issues, which couldn’t have been avoided, but once the issues have been identified, the products will need to come off the market and in some cases be removed from the shelves. This makes for a lot of unhappy customers who have already bought their product and now need to return it.


Clear Communication With Customers

Maintaining consumer trust during a recall is key. The best approach is for companies to communicate effectively by being transparent, consistent, and responsive. 

Ensure contact information is accessible on your website, alongside a list of frequently asked questions with clear answers to avoid confusion.

In cases where products must all be recalled, it is good to have a customer service team standing by, trained and ready to answer any questions customers may have regarding the mishap and take on board the negative feedback.


Be responsive 

Companies that acknowledge and act on consumer concerns show their responsiveness and help improve customer satisfaction. Having people on hand for customers to reach out to, both by phone and online chat, gives reassurance that you are available to listen to queries and issues people may have formed from the recall. 

This process will also answer questions about how to receive refunds, return products and find more information. Phone calls facilitate an extra level of personalisation and understanding and will allow customers to feel acknowledged and like they’re being heard. 


Don’t delay 

It’s important to be on the ball and respond immediately, especially as some faulty products can cause harm. The better and faster response rate from your company, the higher the chance of customer retention. 

Having a team on hand to deal with queries instantly will help customers find the information they are looking for instantly to reduce levels or irritation.  According to YouGov, 76% of consumers said that just one unpleasant contact centre experience was likely to make them take their business elsewhere. Therefore, the first step to improving customer satisfaction and loyalty means reducing the time spent on hold and providing alternative solutions to deliver the best possible customer experience. A customer’s average phone call wait time is 20 seconds; you have that time to pick up the phone and regain their trust.


Our teams are on hand and fully trained in product recall scenarios. Be prepared for a worst-case scenario and get in touch with a member of our team to see how we can help.