Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Complaint Handling : Page 2: 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.
Hands-on tips for handling customer complaints- by John Tschohl
Relationship building is one thing. Relationship salvaging is another.
But take heart: An angry customer is not necessarily destined to become a former customer. A study for the U.S. Office of Consumer Affairs determined that between 54 and 70 percent of customers whose complaints are resolved will still do business with an organization. And if you resolve a customer's problem quickly, the customer will return 95 percent of the time. The author suggests the following techniques for changing an angry face to a happy face:
(Added:
13-Dec-2004
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1979
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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
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719
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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
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2518
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