Bacal & Associates - Meeting your customer service needs for almost two decades
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:
Hypersensitive customers vote with their feet in light of poor service- by na
Retailers are struggling to cope with a new breed of customer for whom customer service can often be a more critical factor in influencing the sale than the price, according to customer service expert Derek Bishop.
(Added:
5-Jan-2010
Hits:
41
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Customer Complaints -- Degress of Losing- by david peterson
The following 5 golden rules will help you become great at solving complaints. The first two are easy, the next three take skill:
(Added:
23-Feb-2006
Hits:
1256
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Customer Complaints and Types of Customers- by Allen F. Wysocki, Karl W. Kepner, and Michelle W. Glasser
An interesting article identifying the types of customers and their typical behaviours and expectations when they make a complaint. If you are interested in providing good customer service, see what it is that your customer expects from you when they make a complaint.
(Added:
8-Dec-2004
Hits:
2687
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Small Business Customer Complaints- by G. Uma Bennett
This article discusses the how-tos of handling small business customer complaints, creating small business goodwill, and using insight to customer trends in small business. This article will provide insight into what customers expect from a small business in terms of customer service.
(Added:
9-Dec-2004
Hits:
563
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Value of Customer Complaints- by n/a
Are you wise to the value of customer complaints? This article discusses the value of service recovery programs. Read this article to learn if your company is responsive to customer complaints and takes advantage of the complaints to improve both customer service processes and company products.
(Added:
7-Dec-2004
Hits:
697
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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:
1672
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