|Customer Service Information||
Let us create a 3d Digital eBook for you! DigyCat.com
What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees
Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, when we take them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace. After all, a complaint is nothing more that a person telling you that his (or her) needs have not been met. As dissatisfied customers, they are giving us a second chance to correct something that should have been done properly the first time around. (In some cases the customer might happen to be your employee.)
If you listen to them patiently and attentively, their complaints will alert you to a real or potential problem, or tell you of a better way to handle a situation.
We are not use, however, to coping with complaints. We let our emotions rule our thinking usually. Consequently, we let complaints wear us out because we take on the complaint as a personal attack on us. It is not!
The next time you are faced with an irate employee, here are some steps to consider:
* Try doing something new and different.
* Listen attentively, patiently, and with good nature.
* Even if the complaint seems unreasonable, don't tell him so. Keep it to yourself.
* Because nobody wants to be accused of being unreasonable, especially if it's true, admit that he might be right. (The implication is that you may be wrong.)
* Invite him to offer you in his own words a solution to his complaint. Say, for example, "If you were in my shoes, what would you do to correct the situation?" (Be careful not to call his complaint or situation a problem, because doing so might aggravate him to the point that he loses his ability to think and express himself clearly.)
* Listen carefully and actively. Read his body language.
* Use feedback questions or statements to let him know that you're trying to understand and meet his needs. (Begin responses with statements like, "If I understand you correctly, ...")
When you take the time to listen to your complaining customers or employee, you'll hear what he's telling you. Then you'll be in a better position to turn him into a satisfied customer.
Remember: When you maximize your potential, everyone wins. When you don't, we all lose.
© Etienne A. Gibbs, MSW
PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify us at firstname.lastname@example.org when you use this article.
Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts seminars, lectures, and writes articles on his theme: ... helping you maximize your potential. He offers management, marketing, and parenting resources at his Maximizing Your Potential blog.
Customer Service - Google News
This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news
Restaurant Owners - How Important are People Skills?
You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect.
What Every Manager Should Know About How to Prevent Customer Service Conflicts
There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.
Loyal customers are the foundation of almost every business. Going the extra mile to provide outstanding customer service is the first step to customer loyalty.
Handling Angry Clients
What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person. What you should specifically do will obviously depend on what the client is angry about.
Customer Service and The Human Experience
Historically, customer service was delivered over the phone or in person. Customers didn't have many choices, and switching to competitors was cumbersome.
How to Provide Instant Customer Service
Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service.
Dont Forget your Existing Clients
Quest for new clients shouldn't ignore those who pay the billsAcquisition. It's a big word in small business marketing.
How Not to Get Stiffed, Improving Your Collection Procedures
Some businesses have slow paying customers or past due balances because they didn't "train" their customers in the beginning.It is important that your customers know your credit policy and/or terms of payment, BEFORE they become a customer.
The History of CRM -- Moving Beyond the Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons.
And The Difference is... Attitude
I returned a rental car at an airport yesterday. As the person who was going to check me in approached, he smiled (which shocked me) and said, "Hello Mr.
5 Golden Online/Offline Business Rules To LIVE Or DIE By
Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you.As an online entrepreneur for over 3 years I have found that even though I don't have the pleasure of meeting face-to-face with my customers, ones perception of you and your business can be viewed as good or bad all depending on the way you handle questions or comments posted by people interested in your product.
Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls
It should be a straightforward business scenario: making sure that the delivery documentation from the supplier or haulier matches up with the documentation at the target destination.However life is rarely straightforward, and if problems do arise, order completion times and cash flow will inevitably suffer as a result.
Find Out Where Your Firm Stands in Today's Customer
Looking For Ways to Improve Sales and Customer Relationships?Find Out Where Your Firm Stands in Today's Customer Touchpoint Management (CTM) Revolution by Taking the CTM Quiz(San Rafael, CA) What could be more important than improving sales and your customer relationships? Today, there is a fast growing movement, a revolution, among organizations interested in improving their customer-centricity through a better understanding of customer interactions, or "touchpoints." Called "Customer Touchpoint Management" (CTM), the goal of this new movement is to improve customer experiences, and as a result, improve customer relationships.
Absence Makes the Heart Grow Fonder
However, in the world of business, this cliché may not necessarily be true. Sometimes it can be more like 'Out of Site, Out of Mind'.
Be the Customer: See Yourself as Your Customers Do
What do your customers experience when they interact with your business? As a mystery shopper, I help businesses see themselves through the eyes of their customers by posing as a typical customer and evaluating their service, quality and cleanliness. Was it easy to find what I needed? Were the employees polite and helpful? Was everything neat and clean? Was I thanked for my business? What happened when I made a return?Whether your business is an international retailer or a small one-person shop, what you don't know about your customers' perceptions of your quality and service can hurt you.
Become a Customer Enthusiasm-Guru!
One thing all successful small business owners have in common is the knowledge that their business is based on enthusiastic customers. Despite their multi-tasking titles of bookkeeper, service provider and sales-manager, their most important title is Customer-Enthusiasm Guru.
Who Says the Customer is Always Right?
We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday.
The Added Value - Is YOU!
If there was a restaurant in your town that was physically attractive and clean, had a pleasant variety of entrées on the menu, served food that was prepared in an attractive manner, and the service was outstanding--the maitre'd greeted you by name, remembered which was your favorite table, stopped by later to inquire about your needs and satisfaction, the waiters and waitresses bent over backwards to make your dinner a pleasurable experience and always treated you as if you were their most important patron--would you be willing to pay a little more than other restaurants charged?Many of us will pay a more to obtain better treatment. Why? Today, outstanding customer service has become the exception rather than the rule.
Marketing as a Spiritual Practice
"Marketing as a spiritual practice." It sounds contradictory - how can sales and promotion possibly be considered spiritual? But the secret is, once you truly understand that marketing isn't all about struggle, jargon, tricks or gimmicks, spiritual practice is the very root of success.
Whats For Lunch?
As an entrepreneur, I'm always intrigued by small businesses, home-based or not, that exceed the expectations of their customers in a big way.Let me tell you about one of them.
AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us
© www.AusTrade.biz - 2012