Business People Club

Search All Topics !

How to handle customer complaints ?

0 like 0 dislike
222 views
by LovableStorm
Handling customer complains effectively, any suggestions?

Your comment

Your name to display (optional):
Privacy: Your email address will only be used for sending these notifications.
Anti-spam verification:
To avoid this verification in future, please log in or register.

1 Comment

0 like 0 dislike
commented by Mosquiche
If you WOW a customer at the Moment of Truth , the average customer will walk away and tell 5 people about the experience. If you fail to meet the customer's expectations at the Moment of Truth , customers are very likely to tell 11 people about the problem they had with your company. If you drop the ball with customers at the Moment of Truth , but rebound with a quick customer recovery, research shows that the customer will tell up to 17 people about your service recovery. Did you get that? Customers will tell 5 people if you WOW them, BUT if there's a problem and you quickly fix it, they will tell more than 3 times as many people as they would if no problem had occurred at all. One of the fastest and easiest ways to grow your bottom line is to equip your front line employees with skills to respond to complaints and problems in such a way that they completely regain goodwill and restore the customer's confidence. Read on to find out exactly how to do this.

1. Resolve problems as quickly as possible. The faster the resolution, the better the chances for maintaining loyalty. TARP, Inc. found that ninety-five percent of complaining customers would remain loyal if their complaint was resolved on the first contact. That number dropped to seventy percent when the complaint was not immediately resolved. In fact, the speed of resolution has a greater impact on future loyalty than the resolution itself. Strive to resolve complaints on the first contact and when that isn't possible, final resolution should occur within 5 - 10 business days in order to maintain and build loyalty.

2. Give Them Something. Coupons, product samples, and other freebies have a definite impact on loyalty after a service failure has occurred. Years ago American Airlines gave me 7000 frequent flyer miles after I experienced a gruesome delay. And that gift of miles, was enough to make me come back. But don't take my word for it: A study conducted for the Society of Consumer Affairs Professionals (SOCAP) found that 58% of complaining consumers who received something in the mail following their contact with consumer affairs departments were delighted, versus only 40% of those who did not receive anything. Giving customers token items, such as coupons or product samples, after a service failure both increases the perception of value and serves to maintain loyalty.

3. Only allow the friendliest, most helpful, and diplomatic employees to talk to customers. Employee courtesy and attitude are critical factors in regaining the goodwill of customers who have experienced a problem. Customers contacting a company with a problem want to talk to a person who is courteous, professional sympathetic and understanding. Additionally, employees must be skilled in communicating with diplomacy, expressing empathy, and representing the company credibly and convincingly during times of consumer distress. The attitudes and behaviors of frontline professionals form powerful lasting impressions with customers whether these impressions are positive or negative.

4. Encourage your people to "Be Gumby". You remember Gumby don't you---the green rubbery figure that Eddie Murphy portrayed so hilariously on Saturday Night Live? In my seminars I teach employees to "Be Gumby" when it comes to dealing with customers. By being Gumby, I mean do whatever it takes to service customers. This includes being flexible, bending over backwards, making a 180 degree turn when you were heading another direction on a non customer-impacting task. It might even mean standing on your head. The idea is to be completely customer focused. Being Gumby guarantees you'll always make customers happy.

Related posts

0 like 0 dislike
1 Comment 343 views
How to explain your product or service to online customer?

How to explain your product or service to online customer?

by Slayerk
0 like 0 dislike
1 Comment 534 views
How to evaluate your customer?

How to evaluate your customer?

by Emufasa
0 like 0 dislike
1 Comment 209 views
0 like 0 dislike
1 Comment 208 views
How to know if you are Serious about Customer Service?

How to know if you are Serious about Customer Service?

by Celestiger
0 like 0 dislike
0 comments 211 views
Five Reasons to Use Customer Phone Surveys

Consumers are the life line of any successful business and you can learn a great deal of information from them. If you ... conduct phone surveys with your customers but the information is priceless.

by Conjursa
0 like 0 dislike
1 Comment 236 views
What is the key to customer loyalty?

What is the key to customer loyalty?

by Camella
0 like 0 dislike
0 comments 176 views
Evaluate Your Customer

Evaluate Your Customer When a customer walks into your office, don't sell them the first product that comes to mind. Sit them ... the authors name and reference links are kept in tact and active.

by Knighttime
0 like 0 dislike
0 comments 207 views
Are you Serious about Customer Service

Is your online company really serious about Internet customer service? When it comes down to it, excellent customer service is pretty ... would like to convert visitors to buyers and improve your ROI.

by Hawkward
0 like 0 dislike
0 comments 274 views
Death Of A Salesman? It’s What Happens When The Customer Says “I’ll Think It Over!”

Michael Jordan said Obstacles don't have to stop you. If you run into a wall, don't turn around and give up. Figure out how to climb ... you think out loud so I can hear you' are my present to you.

by BeautifulWolf
0 like 0 dislike
1 Comment 258 views
Why should you use customer phone surveys ?

Why should you use customer phone surveys ?

by BeautifulWolf
0 like 0 dislike
1 Comment 462 views
How to find customers for my home based business?

I want to find more customers for my home based business. Any tips?

by Knighthawk
0 like 0 dislike
1 Comment 270 views
How to promote relationships with public?

How to promote relationships with public?

by Mosquiche
0 like 0 dislike
1 Comment 276 views
how to build strong relationship with your clients?

How to have lasting relationship with clients?

by Knightmare
0 like 0 dislike
1 Comment 227 views
0 like 0 dislike
1 Comment 253 views
How to deal with angry customers?

How to deal with angry customers?

by TwinNut
0 like 0 dislike
1 Comment 193 views
How to deal with nasty customers?

How to deal with nasty customers?

by Knightmare
0 like 0 dislike
1 Comment 198 views
How to deal with difficult people?

Sometimes its hard to deal with difficult people. Any tips?

by Finderpros
0 like 0 dislike
0 comments 348 views
Three places to find new clients without a lot of work

1. Don't ignore your own "Acres of diamonds" - ask your existing clients to refer some of their family, friends and ... potential clients by providing a quality product or service that they need.

by LovableStorm
0 like 0 dislike
0 comments 166 views
Publicists: It's Time to Embrace the Technology of Online Press Kits

So you have a cell phone, a Palm Pilot, an automated office complete with teleconferencing, remote-access, Web site and e-mail addresses ... the media. The media loves that - and so will your clients.

by LovableStorm
0 like 0 dislike
0 comments 283 views
Increase Profits by Marketing to Existing Customers

Business owners want more leads, more customers, more sales. It sounds logical: attract more customers and more sales will follow, ... quick fix solution to achieve the profit and success you want.

by FrighteningTwinkles
0 like 0 dislike
1 Comment 198 views
0 like 0 dislike
1 Comment 236 views
How To Create Customer Value In Your Proposals?

How To Create Customer Value In Your Proposals?

by Wallaby
0 like 0 dislike
0 comments 265 views
How to conduct an effective customer satisfaction program?

How to conduct an effective customer satisfaction program?

by HairyMagpie
0 like 0 dislike
1 Comment 239 views
How to Build a Customer Focused Business?

How to Build a Customer Focused Business?

by Sumogre
0 like 0 dislike
1 Comment 233 views
How to Get Your First Customer?

How to Get Your First Customer?

by LovableStorm
0 like 0 dislike
1 Comment 344 views
How to Get Your Customer Talking?

How to Get Your Customer Talking?

by TrainedGuy
0 like 0 dislike
0 comments 236 views
6 Tips for Keeping Your Cool When Customers Get Hot

1. Be assertive - not aggressive or passive. My definition of assertion is simple: "Say what you mean, mean what you say, and ... tips will position you to keep your cool when customers get hot!

image
by Slayerk
0 like 0 dislike
0 comments 178 views
Angry customers - what can we do with them

"You are the worst company I have bought from!" - writes the client. Oops, bossss! What should I write back? It is very ... do business with you again if you resolve the complaint in their favor.

by SilkPredator
0 like 0 dislike
0 comments 194 views
Why Educated Consumers are Better Customers

Educated Consumers Not too long ago, a colleague asked me why we invest so heavily in consumer education. We have made a ... customers. Permissions: Permissions and notification of use not required.

by PerfumedNecromancer
0 like 0 dislike
0 comments 239 views
Learning The Process Of Order Fulfillment

The goal of most businesses is to profit and give out the best products and services that they can offer to customers. For companies ... to benefit you, your company and the people that you serve.

by Richard S.
0 like 0 dislike
0 comments 213 views
The Importance of Good Feedback

Getting good feedback from customers and employees is vital for any business that expects to grow. Without knowledge, business ... and feedback is the ultimate way to make educated decisions.

by Oystrich
0 like 0 dislike
0 comments 210 views
What Clients Want

A potential client calls and wants a website, as a web developer you are more then happy to help. You show them your work, explain ... for them but teach them what it takes to be an online success.

by Octopuppy
0 like 0 dislike
1 Comment 320 views
Flexible Payments Mean Happier Customers

Flexible Payments Mean Happier Customers

by SilkPredator
0 like 0 dislike
0 comments 192 views
Tips to Improve Customer Loyalty

Statistics show that, on average, U.S. companies lose half of their customers every five years. It's true that acquiring new customers ... let the customer know when he or she can expect an answer.

by Finderpros
0 like 0 dislike
0 comments 439 views
Additional phone lines allows for greater customer-service success

With the complexity of one's business comes the stress of an effective phone system. With multiple customer service representatives ... company, I have continuously been satisfied with my decision.

by Amigod
0 like 0 dislike
0 comments 397 views
Build a strong business with strong customer relationships

Most businesses spent time attracting customers to a product or service, trying to win their trust and then ending the whole process with ... with them. If you neglect them, they will go elsewhere.

image
by Cybora
0 like 0 dislike
0 comments 1,136 views
Free Advertising Tips - How to Write Ads that Sell

If you are interested in free advertising you are not alone. The fact of the matter is that more and more people are diving ... a bit of practice you will be creating free advertisements that convert!

image
by Knighttime
0 like 0 dislike
0 comments 441 views
How To Advertise And Build Brand-Name For A Product Online

According to the research of authors Al Ries & Laura Ries, there are 22 immutable laws of branding to build a product into world- ... don't you try to speech-up your business by online advertising?

image
by HuggingDuck
0 like 0 dislike
0 comments 231 views
Disaster Preparedness For Your Small Business: How To "Weather" Any Storm

In the event of a potential disaster, do you have a business continuity plan for your employees and your business? Are you backing up ... the right data is being copied and that it can be restored.

image
by MagicalCyborg
0 like 0 dislike
0 comments 232 views
Problems With Spam? Learn How To Treat It

The first step in your antispam campaign may well be to understand spam and how it works. Spam is usually defined as unsolicited e-mail ... ." Wrong! They're spammers and you're now on their list.

by AmazingKitty
0 like 0 dislike
0 comments 204 views
Top 10 Things People Do Wrong at Interviews, And How To Avoid Them

A face-to-face interview is the most stressful part of the job search for many individuals, but it is also a critical component ... your interest and inquire about the next step in the hiring process.

by Madept
0 like 0 dislike
0 comments 175 views
What A Wholesale Supplier Expects From You - How To Ask For Distributor Accounts

You wouldn't think of going to a job interview unprepared-you'd never get called back. Yet many eBiz owners approach ... professional and prepared, you can greatly increase your success with them.

by BouncyOracle
0 like 0 dislike
0 comments 329 views
The Warning signs of Online Fraud and How to avoid it

The number may seem grim for Web-based commerce. In 2004 in the Unites States alone, computer users logged in more than 207,000 ... you're doing it in a mall or on the information superhighway.

by Dragonig
0 like 0 dislike
0 comments 589 views
How To Start an Internet Business – The First Step

The vast majority of web sites are destined to fail before they are even built. Why? Because people building sites almost always put ... little reason to build a site that has no chance of success.

by GreedySmile
0 like 0 dislike
0 comments 276 views
How To Fully Automate Your Website So You Don’t Waste Time Working

So you don't have a way of managing all of the customer responses coming through your inbox? I can relate, please let me share ... when a customer assesses you and your site faster than you realize.

by Knighthawk
Quick Guides

1,098 posts

604 comments

1 comment

74,437 users

Connect with us:
...