Customer Complaint Service Plan
| Category: Customer Service | Date: 2003-07-15 |
Say this aloud, before you start each day, "I will consistently and constantly strive to exceed my customers' needs and expectations".
There is nothing worse than having to work with someone who is disinterested in your problems, or serving your needs.
If you want to keep the customers you already have and gain new customers, you have to genuinely care about their needs. You need to proactively seek solutions to their problems.
By being proactive, you are taking that extra step to see that your customer is getting the service that they deserve! It could mean seeing that your customer gets the proper updates on time, or anticipating how to handle any problems they might have down the road.
The secret to being proactive in order to better serve your customer, is to both anticipate your customers needs, and to act upon them. One step does not work without the other.
Keys to a Great Service Attitude:
A. Be Proactive, Commit yourself to your customers!
B. Keep your customers well informed
C. Customers can rely on you consistently
D. You accept responsibility for your decisions and your actions.
E. At all times, you're friendly, professional and polite.
What Motivates an Unhappy Customer?
You know, there will always be some people that you just can't please, but the majority of your customers can be handled with relative ease if you have the tools to do it correctly.
All to often as business owners, we want to blame the customers for over-complaining, when in actuality, we simply have never gained knowledge of these tools, to properly handle their complaints.
There could be many reasons why your customer is upset, but I think you will find that it is usually one of the following:
1. Expectations were not met
2. Previously upset at someone or something else
3. Tired, Stressed or Frustrated
4. Feeling helpless or like a victim
5. Embarrassed about doing something incorrectly
6. 2 (or more) contradictory statements from your staff
7. Feels like they are being ignored
Dealing With " The Hard To Deal With" Customer:
"Don't ever tell me I need a receipt after standing an hour in a return line! I'll not only see the manager, I'll burn him in effigy!"
Has a customer ever made you feel like this? I have felt this way, and I have made others feel this way.
I'm going to give you 4 quick steps to dealing with the "tough" customers, and some tips to get through it successfully, and hopefully unscathed.
Step #1: To Soothe and To Serve!
A. Never Take It Personally.
B. Focus on easing their emotions if possible, then work on solving their problem.
C. Acknowledge that your customer is angry, frustrated, etc.
D. Don't Interrupt Them. This will only make the problem worse.
E. Use Their Name.
F. Set Limits. Do not allow yourself to be verbally abused. Confront them, and restate your willingness to help.
Step #2: Investigate, don't Discombobulate!
A. Clarify their problem by utilizing communication and listening skills.
B. Ask questions to gain a better understanding
C. Don't reflect on the customer's behavior. Be calm, pleasant, polite, and helpful.
Step #3: Stay Focused On The Solution!
A. Ask what the customer needs and/or expects.
B1. Apologize and admit when the customer is right. Then explain what you will do to correct their problem, and DO IT!
B2. Explain (in detail) the reasons why, when the customer is wrong. But, never tell your customer that they are straight-out "wrong".
C. Take any action possible that to proactively avoid this happening again in the future, to this customer and others.
Step #4: End it on a Good Note!
A. Take whatever actions, if any available, to fix your customers problem, and/or to gain their satisfaction.
B. Ask your customer if the outcome is satisfactory and it will meet their needs.
C. Follow up with your customer to assure their satisfaction.
I hope this article and these few steps will help you better serve your customers!
This article was brought to you by the wisdom and insanity of William "Wild Bill" Montgomery
About the author
ATTENTION: Are You Tired Of Fooling Around Yet? When It's Time For You To Get Down To Business, Get The Best In Marketing & Business Information!
Go to: http://www.MakingProfit.com/mp/newsletter/
Get The Special Attention You Need & Deserve In The Web Design & Programming for Your Site!
GreatDesignz.com
webmaster@greatdesignz.com
http://www,greatdesignz.com
There is nothing worse than having to work with someone who is disinterested in your problems, or serving your needs.
If you want to keep the customers you already have and gain new customers, you have to genuinely care about their needs. You need to proactively seek solutions to their problems.
By being proactive, you are taking that extra step to see that your customer is getting the service that they deserve! It could mean seeing that your customer gets the proper updates on time, or anticipating how to handle any problems they might have down the road.
The secret to being proactive in order to better serve your customer, is to both anticipate your customers needs, and to act upon them. One step does not work without the other.
Keys to a Great Service Attitude:
A. Be Proactive, Commit yourself to your customers!
B. Keep your customers well informed
C. Customers can rely on you consistently
D. You accept responsibility for your decisions and your actions.
E. At all times, you're friendly, professional and polite.
What Motivates an Unhappy Customer?
You know, there will always be some people that you just can't please, but the majority of your customers can be handled with relative ease if you have the tools to do it correctly.
All to often as business owners, we want to blame the customers for over-complaining, when in actuality, we simply have never gained knowledge of these tools, to properly handle their complaints.
There could be many reasons why your customer is upset, but I think you will find that it is usually one of the following:
1. Expectations were not met
2. Previously upset at someone or something else
3. Tired, Stressed or Frustrated
4. Feeling helpless or like a victim
5. Embarrassed about doing something incorrectly
6. 2 (or more) contradictory statements from your staff
7. Feels like they are being ignored
Dealing With " The Hard To Deal With" Customer:
"Don't ever tell me I need a receipt after standing an hour in a return line! I'll not only see the manager, I'll burn him in effigy!"
Has a customer ever made you feel like this? I have felt this way, and I have made others feel this way.
I'm going to give you 4 quick steps to dealing with the "tough" customers, and some tips to get through it successfully, and hopefully unscathed.
Step #1: To Soothe and To Serve!
A. Never Take It Personally.
B. Focus on easing their emotions if possible, then work on solving their problem.
C. Acknowledge that your customer is angry, frustrated, etc.
D. Don't Interrupt Them. This will only make the problem worse.
E. Use Their Name.
F. Set Limits. Do not allow yourself to be verbally abused. Confront them, and restate your willingness to help.
Step #2: Investigate, don't Discombobulate!
A. Clarify their problem by utilizing communication and listening skills.
B. Ask questions to gain a better understanding
C. Don't reflect on the customer's behavior. Be calm, pleasant, polite, and helpful.
Step #3: Stay Focused On The Solution!
A. Ask what the customer needs and/or expects.
B1. Apologize and admit when the customer is right. Then explain what you will do to correct their problem, and DO IT!
B2. Explain (in detail) the reasons why, when the customer is wrong. But, never tell your customer that they are straight-out "wrong".
C. Take any action possible that to proactively avoid this happening again in the future, to this customer and others.
Step #4: End it on a Good Note!
A. Take whatever actions, if any available, to fix your customers problem, and/or to gain their satisfaction.
B. Ask your customer if the outcome is satisfactory and it will meet their needs.
C. Follow up with your customer to assure their satisfaction.
I hope this article and these few steps will help you better serve your customers!
This article was brought to you by the wisdom and insanity of William "Wild Bill" Montgomery
About the author
ATTENTION: Are You Tired Of Fooling Around Yet? When It's Time For You To Get Down To Business, Get The Best In Marketing & Business Information!
Go to: http://www.MakingProfit.com/mp/newsletter/
Get The Special Attention You Need & Deserve In The Web Design & Programming for Your Site!
GreatDesignz.com
webmaster@greatdesignz.com
http://www,greatdesignz.com
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