|
>>Complaint
Handling Tips
Here
are some really good articles loaded with practical,
easy-to-implement complaint handling tips...ideal for
customer service representatives, call center agents,
and anyone who interfaces with customers.
Complaint
Handling Tips:
Over
the last several months we have received numerous
requests from Customer Service Managers, Small Business
Owners and Training Managers for a training that will
position frontline service professionals to resolve
problems in such a way that protects both loyalty and
profits. Companies today want to empower employees to
make decisions, but they don’t want to give the store
away in the process.
One of the most critical skills customer service
professionals must possess is the ability to make good
decisions. It is imperative that frontline service
professionals be able to work independently and make
decisions that balance the interests of customers and
the company and that they make decisions that are cost
effective. Not all of your employees will possess such
skill when they come to you, so you have to provide them
with tools to help them make good business-sense
decisions. Taken from EBooklets
on our website and the content of our seminars, here are
the specific strategies we teach to help frontline
service professionals resolve complaints without giving
the store away.
1. Develop a Service Contingency Plan - When I
partner with a company that wants to build loyal
relationships with their customers, I absolutely insist
that they develop a service contingency plan. A service
contingency plan is a tool frontline staff can use to
quickly determine recovery strategies that protect a
company’s best customers from defection and strengthen
loyalty after a service mishap. The service contingency
plan identifies top problems customers encounter and
offers predetermined recovery strategies designed to
protect both loyalty and profits. The Service
Contingency Plan data can be stored in a contact
management database or be easily accessible in hard copy
form. The Plan provides answers to all top problems
customers face and makes responding to questions and
complaints effortless. For step-by-step instructions on
developing a Service Contingency Plan, including a
sample Plan, pick up Myra’s EBook
#4706. Only $6.95.
2. Develop a Service Recovery Matrix - At First
Union Corporation, customer recovery decisions are
strategically predetermined by a service recovery matrix
designed to help protect the bank’s best customers
from defection and to keep employees from giving the
store away. From responding to requests to lower credit
card interests rates to handling requests to waive NSF
charges, all recovery strategies are driven by the goal
of loyalty and profits. Customer Service
Representatives’ recovery strategies are all
determined by the color of a tiny square -- green,
yellow or red -- that pops up on the PC next to the
customer's name. Customers who get a red pop-up are the
ones whose accounts lose money for the bank. Green means
the customers generate large profits for the bank and
should be granted waivers. Yellow means there is a
chance to negotiate. Taken from Myra’s EBook
# 4701.
3. Train Employees – Employees who are armed
with a toolbox of diplomatic phrases, anger defusing
techniques, and negotiation strategies will make better
decisions that result in increased customer
satisfaction, a profit savings and increased job
satisfaction. Every employee that serves customers needs
to learn specific and tangible strategies (negotiation,
anger diffusion, etc.) for making decisions that protect
loyalty and profits. Contact us at 866-873-8419 to
explore a training program designed to equip employees
to resolve problems in such a way that protects both
loyalty and profits or visit us at www.myragolden.com.
4. Empower Employees - Every manager should
strive to empower employees because empowered employees
will demonstrate a stronger work ethic, take on
increased responsibilities, and hold themselves
accountable. Empowered employees who have a full
understanding of organizational goals tend to spend less
money on recovery and not more. They spend less money
because they don’t “throw money” at problems and
they take their responsibility quite seriously and
aren’t willing to make questionable decisions in which
they’d be held accountable. Taken from Myra’s EBook
# 4701.
Free
Customer Service Newsletter
Sign-up
Now and Get a Free Dealing with Difficult Customers
Video
I
was very pleased with Myra' presentation, but even more
so, I was left with a sense of new energy and desire to
put her recommendations to use. I
can't wait for Monday!
Tim
O'Laughlin
The
Coca-Cola Company
You're invited to
subscribe to Myra Golden's weekly customer
service newsletter, designed for those who oversee
customer service operations and frontline service
professionals who want to build loyal relationships with
customers and restore customer confidence in the company
after service failures.
Sign up now and get 6
free videos from Myra's Dealing with Difficult Customers
series. We'll send you a link to view your free
downloads the moment you sign up. These videos can be
viewed as many times as you like and even shared with
your team!
I
just want to take a moment to "thank you" for
your very valuable Tuesday Morning e-mail newsletter.
Our Customer Satisfaction Department finds it extremely
valuable and helpful in our mission to satisfy customers
every day. We also share the many great ideas and tips
for handling customer complaints with our franchise
owners. Thank you again... we hope we can continue to
look forward to Tuesday Morning for a long time to come.
Beth
Vickers
Director
Customer
Satisfaction Department
McDonald's
Corporation
Customer
service speaker Customer
service newsletter Online
seminars for call centers Customer
Service Free Articles Myra
Golden
Free Customer Service Tip of the Month Video
Contact Us
Back to homepage
Contact Us
Totalcustomerservicetraining.com
is a public service site sponsored by Myra
Golden Seminars.
|
