Self Improvement and Motivation | Dealing With Complaints

Dealing With Complaints

Four Tips On Dealing With Complaints

If you WOW a customer at the Moment of Truth , the average customer will walk away and tell 5 people about the experience.

If you fail to meet the customer's expectations at the Moment of Truth , customers are very likely to tell 11 people about the problem they had with your company.

If you drop the ball with customers at the Moment of Truth , but rebound with a quick customer recovery, research shows that the customer will tell up to 17 people about your service recovery.

Did you get that? Customers will tell 5 people if you WOW them, BUT if there's a problem and you quickly fix it, they will tell more than 3 times as many people as they would if no problem had occurred at all.

One of the fastest and easiest ways to grow your bottom line is to equip your front line employees with skills to respond to complaints and problems in such a way that they completely regain goodwill and restore the customer's confidence.

Read on to find out exactly how to do this.

1. Resolve problems as quickly as possible. The faster the resolution, the better the chances for maintaining loyalty. TARP, Inc. found that ninety-five percent of complaining customers would remain loyal if their complaint was resolved on the first contact. That number dropped to seventy percent when the complaint was not immediately resolved. In fact, the speed of resolution has a greater impact on future loyalty than the resolution itself. Strive to resolve complaints on the first contact and when that isn't possible, final resolution should occur within 5 - 10 business days in order to maintain and build loyalty.

2. Give Them Something. Coupons, product samples, and other freebies have a definite impact on loyalty after a service failure has occurred. Years ago American Airlines gave me 7000 frequent flyer miles after I experienced a gruesome delay. And that gift of miles, was enough to make me come back. But don't take my word for it: A study conducted for the Society of Consumer Affairs Professionals (SOCAP) found that 58% of complaining consumers who received something in the mail following their contact with consumer affairs departments were delighted, versus only 40% of those who did not receive anything. Giving customers token items, such as coupons or product samples, after a service failure both increases the perception of value and serves to maintain loyalty.

3. Only allow the friendliest, most helpful, and diplomatic employees to talk to customers. Employee courtesy and attitude are critical factors in regaining the goodwill of customers who have experienced a problem. Customers contacting a company with a problem want to talk to a person who is courteous, professional sympathetic and understanding. Additionally, employees must be skilled in communicating with diplomacy, expressing empathy, and representing the company credibly and convincingly during times of consumer distress. The attitudes and behaviors of frontline professionals form powerful lasting impressions with customers whether these impressions are positive or negative.

4. Encourage your people to "Be Gumby". You remember Gumby don't you---the green rubbery figure that Eddie Murphy portrayed so hilariously on Saturday Night Live? In my seminars I teach employees to "Be Gumby" when it comes to dealing with customers. By being Gumby, I mean do whatever it takes to service customers. This includes being flexible, bending over backwards, making a 180 degree turn when you were heading another direction on a non customer-impacting task. It might even mean standing on your head. The idea is to be completely customer focused. Being Gumby guarantees you'll always make customers happy.

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I have a friend who works in a amusement arcade who thinks the machines are rigged!?
My friend works in an amusement arcade and as noticed after an engineer came late one night and re programmed a lot of the machines, Dont function correctly as they used too and are ripping off customers, Which organization deals with complaints like these.

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What do you think of my CV?
(Details and stuff deleted for this) Profile For the past four years I have been a student at ******** High School whilst working as a retail assistant at my local newsagent. I have also completed a work placement at Standard Life. I am now studying a highers course at college and looking for a part time job to help with study expenses. Experience Higginsons Newsagent 3-1 ***** ***********, **** *** Retail AssistantJune 2005 - August 2008 This involved till work, deliveries, dealing with complaints, stock replenishment, cleaning and general store maintenance. I feel that getting into this type of employment at the age of eleven helped me develop good social skills and punctuality very early on in life. I am now very comfortable with customer service and retail work. Education ******** high school May 2006 - May 2009 9 ******* **** * Edinburgh, **** *** 7 Standard grade courses One intermediate 2 course Intermediate 2 Computing - A Standard Grade History - 1 Standard Grade English - 2 Standard Grade Chemistry - 2 Standard Grade Physics - 2 Standard Grade French - 2 Standard Grade Music - 2 Standard Grade Mathematics - 3 Interests I enjoy reading in my spare time, as well as playing the guitar and writing poetry. I am also a keen cyclist. References; *** Is there enough writing there? I've spent quite a while on the layout and am pretty confident about that, but what do you think of the actual content? Is it well written or should I write it again? Thanks in advance

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Any Published Authors or Novelists or Writers Here? Any Advice You Can Give?
I have strongly considered becoming a writer for my career pursuit. I currently have hit a dead-end in my career. I dropped out of college a couple of years ago to start my own business which experienced little success. I purchased liquidated merchandise and resold on eBay. I also ran a few websites. I only earned $18,000 my first year. I then became frustrated on eBay and wanted to get away from it, because it was becoming more and more difficult finding inventory (to turn a profit), dealing with complaints, taxes, etc. I then focused on writing and blogging. This hasn't turned out as well as I had hoped. I currently run several websites and blogs (for the past year or so), which receive a total of about 20,000 hits per month, but only earn me about $250. I am getting bored with it, and I am interested in writing some novels and possibly non-fiction. Everything I read online basically says, "Don't do it, you won't make any money, or you might not get published." This worries me quite a bit, as I do not want to go from one failure to another. Can you give me any advice on your experience in terms of getting published and income levels? I have been through a lot of frustrations, disappointments, and failures in life--and I feel I could write a lot about those topics. I would be thrilled with just $20,000 or more per year. I also have a very frustrating physical hives condition which makes writing at home just about the only plausible career path I can take. I also hate to be around people too much (I am an INTJ personality). Thanks in advance! (Please excuse any typos as I am not worried about it for the sake of the question)

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