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New For 2007 - The Leadership Development Resource Center brought to you by the same people that put together the Customer Service Zone

Communication is a KEY element of customer service and dealing with difficult customers.
Make sure to visit our new Communication Resource Center to help hone your communication skills.

Top : Complaint Handling: Things don't always go smoothly and customers complain, sometimes for good reason, and sometimes for no reason. Learn how to handle complaints professionally and smoothly to increase customer loyalty and retention.

Articles:

Calculated Costs of Just One Customer Complaint, small business resources, ICBS Knowledgebase, ecomhelp.com - by Patricia Weber
Keep this article in mind the next time you are tempted to dismiss a client's grievance. Here is a discussion of the ripple effect of just one dissatisfied customer in terms of dollars and lost business potentials. (Added: 7-Dec-2004 Hits: 503 )

60-Second Guide to Managing Upset Customers | Sales - by n a
Having respect for your customers will ensure their faith in and loyalty to you and your business. Studies show that it is nine times more difficult to attract a new customer than it is to retain an existing customer. (Added: 6-Mar-2006 Hits: 407 )

Using Customer Complaints to Your Advantage - by Tony Parinello
pThis article advises that you start a a customer user group for your business, and of course pay attention to what your user group tells you. What better way to tell your customers that you stand behind your products and services, and that you take complaints seriously? You'll want to read this article for more of the author's advice for using customer complaints to your advantage. (Added: 8-Dec-2004 Hits: 939 )

Complaint Handling is Easy - Just Make it Memorable - by Colin Marvell
This article is an excellent strategy for handling customer complaints. Enclosed are ten very valuable tips for employing this strategy. See how they will add value to your organization's strategy for customer complaints management. pop (Added: 7-Dec-2004 Hits: 1761 )

Resolving Conflicts with Clients, small business resources, ICBS Knowledgebase, ecomhelp.com - by Ginger Derrickson
This article was written from the point of view of a business owner. According to the author, there are three basic keys to effective problem-solving with a client. Remember these basics and you are well on the way to good customer service. (Added: 7-Dec-2004 Hits: 768 )

Value of Customer Complaints - by na
The key is to let the customer know that you want their feedback -- and that you will act upon it. That last point is key. If you don't provide service recovery and fix the underlying problem, the customer will be less likely to voice issues in the future. Also, remember to fix the problem and fix the customer. Included with our fixed espresso maker was a packing slip - no card or note. A small gesture can remedy an upset customer's attitude. (Added: 30-Nov-2004 Hits: 901 )

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Related Categories:

Recovering When Things Go Wrong

Pages Updated On: 28-Jan-2008 - 18:26:07





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