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How to Love Complainers
Copyright 2004 by T. Scott Gross
There are three things you don't know about
handling complaints.
1. Customer usually want less than you think.
2. Customers who have never had a problem are not as
loyal as customer who have had a problem that was
successfully resolved.
3. Customers who take the time to complain want to make
things better.
Click Here to Start.
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Sue's General Info |
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Me
working
at home,
2004
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392 Friends
Member
since 2/20/2007 |
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1. The cheapest way...and best way, to resolve customer
complaints is to ask the customer how to set things
right. If you have a policy to do whatever it takes to
make things right when things go wrong, simply asking
the customer what it is that would make things right
yields surprising results. They ask for less than you
would have settled for after a negotiation.
2. Customers who have never had a
problem are not as loyal as customers who have had a
problem that was successfully resolved. Did you get
that? Read it again to be sure! This is so powerful that
it's almost worth screwing things up just so you can fix
them!
Think about it. If you always deliver on your service
promise, how will the customer know that you are not
just consistent? How would the customer discover that
more than consistent, you are insistent that the
customer's needs be fully and fairly met? You have to
have a screw up so you can fix it, demonstrating your
sincerity about delivering a quality product and
service.
The tough question is, "If this is
so obvious, why are so many customer complaints so
poorly handled?
The answer is fear. Fear that the
customer is trying to rip you off. Fear that someone
will have to take the blame and that someone might be
you.
BEAT the Cold Winter of 2007 ARIZONA'S NEWEST WONDER
Kartchner Caverns State Park opened in 1999. This stunning limestone cave system is one of the top in the world. Visit Sunny Southwest this cold winter |
Employees often think
that their job is to protect the company from the customer.
Plus, they often believe that complaints are a sign of
failure rather than an opportunity to grow. And none of this
will change unless it is both communicated and demonstrated
by top management. Who would risk stepping out of the box to
resolve a customer complaint if they thought that doing so
would get them zapped?
POS Point: The least expensive way to
resolve a complaint is to apologize and ask the customer
what would make things right.
Four Steps to Service Recovery
-
Establish rapport.
Let the customer know up front that you are on their
side. This is more than an apology but that's a start.
-
Discover the
Problem. Ask them to describe the problem exactly - just
listen.
-
Offer a complete
solution. Ask the customer what they think is right.
Agree and up the ante to prove that you are serious.
-
Cement the
relationship. Apologize again and tell what will be done
to prevent a reoccurrence.
If you need a simpler
rule for complaints, let it be this: Do whatever it takes to
make things right when things go wrong - no matter what.
BEAT the Cold Winter of 2007 ARIZONA'S NEWEST WONDER
Kartchner Caverns State Park opened in 1999. This stunning limestone cave system is one of the top in the world. Visit Sunny Southwest this cold winter |
3. A customer with a
complaint is asking you to help them remain a customer.
Complainers are your most loyal customers. They want to
continue to do business with you. If they didn't, they would
walk across the street and be done with you. Customers who
complain are giving you a chance to set things right. Don't
blow it.
Complaints are opportunities that you probably haven't seen.
If you saw them and failed to act, you don't deserve to have
customers who are nice enough to volunteer their help. Hey!
It's a pain in the ya-ha to go to the manager and register a
complaint. What
if the manager treats you rudely? What if the manager's idea
of fixing a complaint is climbing someone's clock? What if
you complain and from then on the staff treats you like
dirt? Nope, the easiest way out is out. Just leave. Don't
rock the boat and be sure to tell everyone you know about
how badly you were treated.
No, complainers are friends. Just try
to keep your list of this kind of friend as short as
possible
ABOUT THE AUTHOR:
T. Scott Gross & Co., Inc. is the internationally recognized expert on
the subject of customer service, specifically Positively Outrageous
Service. A speaker, trainer, and author, T. Scott's clients include a
wide range of businesses and organizations including Federal Express,
Southwest Airlines, DoubleTree Hotels, Denny's, and State Farm. His tips
and techniques for providing and getting Positively Outrageous Service
are detailed in his newest book:
T. Scott Gross & Co., Inc.
HCR1-561
Center Point TX 78010
1-800-635-7524
http://www.tscottgross.com
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