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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:

8 of the Best Responses to Product Liability Complaints - by myra golden
In the Avoiding Damaging Admissions article a list of things never to say to customers in product liability complaint situations was provided. But what do you say? Here are eight great and safe questions and statements you can use. (Added: 7-Dec-2004 Hits: 834 )

Counting the cost of complaints - Part one - by na
Too many executives assume that the presence of a complaint-handling module in the technology solution means that that particular box has been ticked. But as we%u2019ve long noted, CRM is not about technology %u2013 if your attitude to customers is that they are a nuisance, then all the CRM software in the word isn%u2019t going to improve your relationship with them, simply automate your prejudice. (Added: 26-Jul-2007 Hits: 130 )

Ecommerce - dealing with aggressive online clients - by n a
This article provides some good techniques for dealing with aggressive and non-aggressive on-line clients that have registered complaints. The author debunks the myth that 'the customer is always right'. Also some different types of clients are described. How to deal with each types is discussed. (Added: 9-May-2006 Hits: 227 )

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: 1146 )

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: 1046 )

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: 1142 )

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Recovering When Things Go Wrong

Pages Updated On: 20-Oct-2008 - 22:35:26





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