|
>>The
ABCs of Customer Recovery
26 little ideas to
help you respond to complaints and difficult customers
with much more ease - the ABC's of Customer Recovery.
A
ct as if every lost customer's sales come out of your
paycheck.
Believe
the best of customers. Don't make the mistake of
assuming most customers are out to simply get something
for nothing. The truth is, less than 1% of customers
contact companies with ulterior motives in mind.
C
ommunicate with diplomacy and tact when you final answer
is "no" and when explaining company policy.
D
on't tell a customer she is wrong. Telling a customer
they are wrong never makes them want to agree with you.
It only pushes them more forcefully into their original
position.
E
mpathize with unhappy customers and allow this empathy
to season your responses.
F
ind a way to say "yes" to customers. Instead
of saying "no" or telling the customer what
you can't do, think critically about what you actually
can do.
G
ive a token item such a coupon as a concrete form of
apology.
H
ave a sense of urgency. Demonstrate with your words and
speed of response that getting to the bottom of the
problem is just as important to you as it is to your
customer.
I
nvolve customers in the problem resolution process.
Sometimes it's very helpful to simply ask, "How do
you see us resolving this?"
Jot
down the customer's name and details of the problem they
are describing so you don't have to ask the customer to
repeat information.
K
eep customers apprised of your timetable and progress
toward resolving their problems.
L
isten with the intent to truly understand your customer,
not with the intent to interrupt, reply, or correct.
M
onitor your customer service calls to ensure your tone
is friendly, helpful and willing.
N
egotiate resolutions that balance both the interests of
your company and your customer.
Open
the door with unhappy customers with open- ended
questions. Make your questions demonstrate a sincere
interest in better understanding the customer's problem
or experience.
P
ut yourself in the customer's shoes. How would you feel
if the exact same problem happened to you?
Q
uickly apologize. Apologize both when the company is at
fault and even when the customer is responsible for the
error. An apology goes a long way in creating calm,
diffusing anger and regaining goodwill.
R
ecognize that the issue is not the issue. The way the
issue is handled becomes the real issue.
S
ay "no" diplomatically and without causing
resentment. The best way to do this is to start out by
telling the customer what you can do.
T
hank customers for their feedback.
U
p-Service your customers by suggesting products or
services that enhance the value of their current
purchase.
View
the customer as the reason for your work- --not as an
interruption to your work.
W
OW customers.
EX
amine the root cause of problems and work to eliminate
problems at the root.
Y
ou are the company to each customer. Never underestimate
your power to influence the customer's future buying
decisions.
Zero
in on the customer's needs and wants.
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.
|
