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Atricle Dump - How to Turn Customer Complaints Into Gold
So, we're heading for tough times! Why? Because if we are told something often enough (by opposition politicians, bankers, debt collection agencies, economists, your next door neighbor, taxi drivers, stock market analysts and journalists) we are going to believe it - it becomes a self fulfilling prophesy.Well, whatever the economic outlook - real or imagined - over the next year, perhaps it is time to assess how you are curre
5. Acknowledge that you'll do what she wants, or make a counter offer. (But always try to just give her what she wants! In the end, it will save you time and headaches, and avoid any bad word spreading about you.) Example: "I want to keep you as a customer, and we're going to honor your request." Or, "We can't do that per our agreement, but we can... [counter offer here]."
I'd also throw in a little something else for her trouble. For example, perhaps free shipping or a bonus gift.
Adjust
We’re in the age of globalization, so if your company is not selling it’s products in the international marketplace you’re missing major opportunities and ultimately you may not remain competitive in North America.I spent the first 15 years of my career building and leading international sales and marketing organizations in Europe, Latin America, and the Far East. It was some of the most rewarding work I ever did. What was
Studies done by the American Management Association show that your average HAPPY customer will tell three people about her experience with you. But your average unhappy customer will spread the negative word about you to 11 other people!
I'm sure you've done this yourself. I sure have! In fact, I can name three companies right now that I will *never* do business with again, simply because of the way they handled my complaints. (Sometimes all I wanted was for someone to say, "I'm sorry this happened, Ms. Brown!")
A System Is Your Solution
If there are any complaints you receive on a regular basis, you should be addressing them by putting systems into place to avoid those problems from happening in the first place. There's no way your business can grow with those landmines in your path.
But even after you do, remember that you are human, and so are your customers, so things will go wrong from time to time. And customers will write or call you to complain. So let's give you a system to handle these situations graciously, with integrity, and turn them around for the best!
After doing some research, I've found that most all the recommended protocols for taking care of complaining customers basically follow this 5-step process.
1. Validate the customer's feelings. Simply acknowledge that she's irritated. Example: "I can understand you are upset."
2. Assure her you'll take care of her. Let her know something will be done. Example: "I'm here to help you with this."
3. Make a "sad-glad" statement. This helps the customer realize you care. Example: "I'm sorry you experienced a problem. And I'm glad you told me about it!"
4. Ask the customer what will make HER happy. Don't let this scare you! Customer service experts say that most often the upset customer will ask for *less* than what you would have offered yourself. Example: "How can we make this better?" or "How can we make this up to you?"
5. Acknowledge that you'll do what she wants, or make a counter offer. (But always try to just give her what she wants! In the end, it will save you time and headaches, and avoid any bad word spreading about you.) Example: "I want to keep you as a customer, and we're going to honor your request." Or, "We can't do that per our agreement, but we can... [counter offer here]."
I'd also throw in a little something else for her trouble. For example, perhaps free shipping or a bonus gift.
Adjust t
With the advent of the Internet, many of us have the opportunity to apply for work through email.However, just because this is the Internet and email is so fast and convenient, that does NOT mean you should give up professionalism and polish!FIRST IMPRESSIONS COUNT. I recently looked over a few emailed applications, and let me tell you, it was an eye-opening experience! Here are a few examples of how *not* to do thin
I'm sure you've done this yourself. I sure have! In fact, I can name three companies right now that I will *never* do business with again, simply because of the way they handled my complaints. (Sometimes all I wanted was for someone to say, "I'm sorry this happened, Ms. Brown!")
A System Is Your Solution
If there are any complaints you receive on a regular basis, you should be addressing them by putting systems into place to avoid those problems from happening in the first place. There's no way your business can grow with those landmines in your path.
But even after you do, remember that you are human, and so are your customers, so things will go wrong from time to time. And customers will write or call you to complain. So let's give you a system to handle these situations graciously, with integrity, and turn them around for the best!
After doing some research, I've found that most all the recommended protocols for taking care of complaining customers basically follow this 5-step process.
1. Validate the customer's feelings. Simply acknowledge that she's irritated. Example: "I can understand you are upset."
2. Assure her you'll take care of her. Let her know something will be done. Example: "I'm here to help you with this."
3. Make a "sad-glad" statement. This helps the customer realize you care. Example: "I'm sorry you experienced a problem. And I'm glad you told me about it!"
4. Ask the customer what will make HER happy. Don't let this scare you! Customer service experts say that most often the upset customer will ask for *less* than what you would have offered yourself. Example: "How can we make this better?" or "How can we make this up to you?"
5. Acknowledge that you'll do what she wants, or make a counter offer. (But always try to just give her what she wants! In the end, it will save you time and headaches, and avoid any bad word spreading about you.) Example: "I want to keep you as a customer, and we're going to honor your request." Or, "We can't do that per our agreement, but we can... [counter offer here]."
I'd also throw in a little something else for her trouble. For example, perhaps free shipping or a bonus gift.
Adjust
The most important thing to remember when trying to get modelling jobs is to be persistent. Unless you are a supermodel jobs will not come to you, you must go out and look for them. Approach as many bookers as possible, and find out about the tpe of work they do. For models just breaking into the business, a good idea is to approach the events organiser at local shopping centers, and ask if they need models for any in-store fashion
But even after you do, remember that you are human, and so are your customers, so things will go wrong from time to time. And customers will write or call you to complain. So let's give you a system to handle these situations graciously, with integrity, and turn them around for the best!
After doing some research, I've found that most all the recommended protocols for taking care of complaining customers basically follow this 5-step process.
1. Validate the customer's feelings. Simply acknowledge that she's irritated. Example: "I can understand you are upset."
2. Assure her you'll take care of her. Let her know something will be done. Example: "I'm here to help you with this."
3. Make a "sad-glad" statement. This helps the customer realize you care. Example: "I'm sorry you experienced a problem. And I'm glad you told me about it!"
4. Ask the customer what will make HER happy. Don't let this scare you! Customer service experts say that most often the upset customer will ask for *less* than what you would have offered yourself. Example: "How can we make this better?" or "How can we make this up to you?"
5. Acknowledge that you'll do what she wants, or make a counter offer. (But always try to just give her what she wants! In the end, it will save you time and headaches, and avoid any bad word spreading about you.) Example: "I want to keep you as a customer, and we're going to honor your request." Or, "We can't do that per our agreement, but we can... [counter offer here]."
I'd also throw in a little something else for her trouble. For example, perhaps free shipping or a bonus gift.
Adjust
It is a well-documented fact that at least 2 out of every 5 applications contain one major fabrication. What the employer doesn't know can, and almost certainly will, have a tremendous impact on that organization!Dr. Julian Cano, Ed.D, a Clinical Psychologist of 30 years, once said that we are all taught from birth both to lie as well as catch lies. He reasons that most people have the necessary skills and abilities to effe
2. Assure her you'll take care of her. Let her know something will be done. Example: "I'm here to help you with this."
3. Make a "sad-glad" statement. This helps the customer realize you care. Example: "I'm sorry you experienced a problem. And I'm glad you told me about it!"
4. Ask the customer what will make HER happy. Don't let this scare you! Customer service experts say that most often the upset customer will ask for *less* than what you would have offered yourself. Example: "How can we make this better?" or "How can we make this up to you?"
5. Acknowledge that you'll do what she wants, or make a counter offer. (But always try to just give her what she wants! In the end, it will save you time and headaches, and avoid any bad word spreading about you.) Example: "I want to keep you as a customer, and we're going to honor your request." Or, "We can't do that per our agreement, but we can... [counter offer here]."
I'd also throw in a little something else for her trouble. For example, perhaps free shipping or a bonus gift.
Adjust
Are you in a world of talk or a world of hurt or frustration? Either you’re in the business of better communication or you’re not in business at all, y’all. For example, what do you feel is the missing key to unlock a closed or locked door of communication? And, how could you improve your communication skills today that will pay dividends in your career tomorrow? Actually, those were the very questions I recently asked to workshop a
5. Acknowledge that you'll do what she wants, or make a counter offer. (But always try to just give her what she wants! In the end, it will save you time and headaches, and avoid any bad word spreading about you.) Example: "I want to keep you as a customer, and we're going to honor your request." Or, "We can't do that per our agreement, but we can... [counter offer here]."
I'd also throw in a little something else for her trouble. For example, perhaps free shipping or a bonus gift.
Adjust to Fit, and Review With Your Team
Of course you should adjust this process to fit your particular business. I suggest you take a few minutes to write up a script based on these steps, and then review it with your assistant or anyone else in your business who is in contact with your clients and customers. Make any necessary changes, and then distribute it to your team and agree that everyone will follow it.
Have your team keep a log of each complaint that comes in, what it's about, and how it's handled. Then have a monthly meeting to review and suggest improvements.
© 2005 Alexandria K. Brown
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