|Customer Service Information||
Let us create a 3d Digital eBook for you! DigyCat.com
Responding to Complaints
It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....
There are two ways you can go about this:
1. You can stand up for your rights (and lose the customer and any possible referrals)
2. You can keep your temper and keep your customer
REPLIES TO COMPLAINTS
Most businesses these days have (or should have) as their policy that the customer is always right. It's far better business sense to replace a couple of items which don't need replacing, and reap the reward of customer satisfaction and possible referrals, than to insist on your rights and lose unknown numbers of customers and referrals.
So, the aim of your response to an irate customer is to find out what he/she wants and to give it to him/her. Even if the request appears to be entirely unreasonable, what you earn in Brownie Points, often makes up for what you lose in replacing the item (unless of course it's a Maserati or the like!).
HOW TO RESPOND
1. Express regret, sincerely. Don't say, "We can't understand how this happened," because this implies that the customer is careless or stupid, since no-one else has had this trouble.
2. Explain how the trouble occurred. Your customer is entitled to know what went wrong (this also reflects well on your business, since it shows that you've taken the complaint seriously enough to investigate it thoroughly, and we all like to be taken seriously).
3. Tell the customer what you are going to do to rectify the situation. The best thing to do is exactly what the customer said he wanted. If this is totally impossible, suggest a viable alternative.
Sometimes the customer will be at fault, by forgetting to include a correct address or leaving out the cheque etc. Again, don't write anything that might make the customer feel silly.
NOT "... you failed to enclose your cheque ..."
BUT "Your goods are packed and ready for despatch. Immediately on receipt of your cheque, which apparently was overlooked in your original letter, we shall send them as requested."
Sometimes, it's just not possible to give the customer what he wants; and in this case you must exercise extreme tact in the wording of your letter.
The best way of refusing is as follows:
1. Begin with the refusal. I know it's painful, but it's far better to let your customer know how things stand from the very beginning.
2. Explain, in detail, why the request had to be refused. This way, you have the rest of your letter to try to set things right with your customer, and hopefully to end on a positive note (rather than hitting him with the refusal at the end).
? the expression of regret should sound sincere. "I am sorry..." sounds better than the colder, "I regret to inform you "
? point out all the reasons for refusing the request
? soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.
Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things like, " ...well, they didn't have to do anything really, but wasn't it nice of them?"
N.B. If the spelling of words like "cheque" in this article worried you, please read this: http://www.write101.com/aus.htm
Jennifer Stewart is a professional writer who offers home study courses, copy writing, proof-reading and editing services for businesses and individuals from her site at http://www.write101.com
You can subscribe to free Writing Tips to improve your writing: mailto:WritingTipsemail@example.com or read numerous articles on how to write well - for profit or pleasure.
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
How Do You Create Customer Loyalty?
Another sad fact of life is that these days, very few customers are loyal. Most of their loyalties lie with their bank accounts, and you can't blame people for watching their shrinking dollars.
Does Your Customer Talk Back To You?
What is your customer saying about you? Do you really know? Does your customer really know who you are?If you don't know what your customer thinks about you, your business, your product and your services, then you might as well close shop!A customer is the lifeblood of every business and you must always strive to be in tune with what your customer thinks and how they feel. Don't leave your customers unattended and in the dark.
Clients... and 38 ways to communicate with them
As Alan Weiss (guru to the savvy consultant) says: "It is actually difficult to contact clients too much. It is easy to fail to contact them frequently enough.
Customer Service Is More Than Just Being Nice To People
Many organizations tackle to the issue of customer service by exhorting their employees to speak with a smile. Be polite.
Call Center Software - Your Tool of Choice in Customer Relations
The call center represents your first line of communication with customers and potential customers. Whether you choose to outsource this service or to establish an in-company call center, this is one area in which quality is paramount and cannot be compromised.
Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong
The Reason Why Direct Internet Marketers Have To Work So Hard To Earn Our TrustA bad attitude to customer service can literally destroy your business.So, I thought I'd share my response to what I read on an Internet Marketing Forum recently to illustrate my point.
What Type Of Software Is This?
The other day while at the book store, I came across some accounting software CDs strewn with other CDs and books in garage sale box.How can any self respecting businessman (even a small one at that) pick up a copy of this cheap sale accounting CD from the box for his business to use? He'd think "what type of accounting system is this that would end up in a garage sale?".
Communicating for Profit and Customer Satisfaction
The President of a 200+ store division of a major retailer learned of a serious communication problem and commented that 'this was to be expected in large organizations'. Well, that clears everything up.
5 Ways Customer Service Managers are Implementing to Increase Customer Focus
According to a Forum Corporation survey of commercial customers lost by 14 major service and manufacturing companies:15% found a better service/product15% found a cheaper service/product20% cited "lack of contact and individual attention from the company"50% said; "contact from old suppliers" personnel was poor in quality"These days, it seems that everyone from dog walkers to dotcoms is making "customer service" their mission. Department, discount and convenience stores have all transformed the workers who used to be known as "sales clerks" into "customer service associates"- in theory at least.
Customer Service - Winning Customer Experiences
Winning Customer ExperiencesMuch research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away? There is a consistent theme that emerges across the research - winning customer experiences are built on consistency.
Customer No Service - How to Lose a Loyal Customer!
So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas.
What You Need to Know About CRM
1. It's all about the customer.
Complaints Are Actually A Good Thing!
Nobody likes to get complaints. They make you question your judgment, they can ruin your day, and they almost always leave you in a bad mood.
Mexico: Online Ordering-Dont!
I got it into my head sometime in December 2004 that I wanted order a laptop computer. I thought I would get one from the hugely popular computer company that allows you to call their 800 number and custom order what you want.
It's just a simple thing - I bought a new set of shelves for my office. It wasn't a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves had been removed from the original box and put into another box.
Customer Service For Huge Profits
Customer service is the most vital asset for Businesseither it is online or offline. It's the critical factorwhich determines if your business has a future or not.
Customer Service Is Dying - and Im Not Feeling So Good Myself
Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire.
Make Your Customer Your Friend
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is to say it's a yellowish-green fruit about the size of an mid-sized watermelon. It has a thick skin of spikes, and a rich bitterish-sweet fruit.
Carpet Cleaning in Surrey
Like any business, carpet and upholstery cleaning requires excellent customer service and great value for money. There are a number of ways in which one can obtain these.
What have you done for your existing customers lately? Probably not much, if you are like most businesses.I know that hunting new business is more of an adrenaline rush than working the business you already have, but it is not as crucial to your long-term success.
AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us
© www.AusTrade.biz - 2012