|
Top : Recovering When Things Go Wrong: Perhaps the most important aspect of customer service is how the customer is handled when things go wrong. How you recover with a customer is critical to building customer loyalty and customer retention. Learn how here.
Articles:
Tips to Chrysler - regaining the faith and loyalty of enthusastic boosters - by ALL EditorialThis is a very specific list aimed at the Chrysler corporation. The list is designed to remind the folks at Chrysler what they need to do in order to regain their customer loyalty. Read the list and learn what customers expect in return for their loyalty. (Added: 13-Dec-2004 Hits: 742 )
Recovering From Service Mistakes - by Peggy Morrow
How good are you at transforming a dissatisfied customer into a satisfied one -- even when you messed up? Customer-service consultants Peggy Morrow and Associates offer tips for a turnaround and gives an example of service recovery in action. (Added: 10-Apr-2006 Hits: 1495 )
How Powerful is an Apology? - by na
In private life we also have very high expectations of the power of saying sorry. Most of us were brought up in a culture of apology: children must say sorry when they do something wrong and grown-ups must apologize if they bump into each other in the street.""Just how high these expectations are is demonstrated by Dutch psychologist David De Cremer and colleagues in a new study published in Psychological Science (De Cremer et al., 2010). They had a hunch that receiving an apology isn't as powerfully healing as we'd like to imagine. (Added: 1-Mar-2011 Hits: 137 )
Customer Service: EMC Corp. - by Paul C. Judge
Read this remarkable story of recovering customers after delivering faulty products. The act that brought customers back was an offer to replace the faulty product with a competitor's product. You'll want to read what happened. (Added: 1-Mar-2005 Hits: 762 )
Choosing A Business Continuity Provider - by Continuity Central
For whatever reason -- flood, fire, or other disaster, you are unable to do your usual business. Your customer service has been comprised and you want to get back to business as usual a.s.a.p. Do you have a business recovery plan? Do you have a provider that can guarantee your business continuity? Presented in this article are some tips for selected the perfect business continuity provider for your business. (Added: 11-Dec-2004 Hits: 588 )
Selling Online Means Always Having to Say You're Sorry - by Nick Usborne
This article is a cautionary tale about letting technology interact with your customer when your business needs to recover from a delivery mistake. (Added: 14-Dec-2004 Hits: 510 )
9 1/2 Ways To Regain Lost Customers - by Nick Wren
9 1/2 ways of regaining lost customers and restoring brand trust are listed in this article. One piece of advice is to ask for help. Read more about restoring your company's brand trust and recovering your lost customers. (Added: 13-Dec-2004 Hits: 1399 )
Dealing with Difficult Customers - by Dave Kahle
You want to recover your customer's trust and loyalty after a snag in the product or service delivered to him/her. If your customer is a difficult one, the author has a four-step process for you to follow that will help you recover the customer. Listen, identify the problem, avoid blame, then resolve the problem are the four steps. For valuable insight into each of the steps, read the article. (Added: 13-Dec-2004 Hits: 1374 )
From Angry to Loyal Customers, All in One Understanding Minute - by Ken Lansford
No matter how hard you try, you can’t prevent some of your customers from being upset with you, or being downright angry. Learn how to manage angry customers and turn them into loyal customers, all in one understanding minute. (Added: 3-Nov-2004 Hits: 1656 )
Customer Service - Avoid Turning a Dissatisfied Customer Into an Angry One - by Rebecca Morgan
Often customers come to you with an annoyance or irritation. Depending upon how you interact with them, you can either de-escalate their upset, or you can send it sky high."Following are some areas for you to watch to make sure you're doing everything you can to keep them from going through the roof. (Added: 14-Apr-2001 Hits: 1123 )
How To Turn An Angry Customer Into A Loyal Supporter - by Jeff Keller
This article advises that one does not just "handle" the customer complaint and rush back to business. Rather there is an art to responding to a an angry customer. The reader is advised to take the following steps: get back to the customer immediately, listen and show empathy, admit your mistake, avoid bureaucracy, and finally make a generous offer. Following these steps will turn an angry customer into a loyal supporter appreciative of your excellent customer service. (Added: 2-Nov-2004 Hits: 944 )
Service Failure And Service Recovery In Tourism - by Christine Ennew and Klaus Schoefer
This discussion paper by Christine Ennew and Klaus Schoefer, published by the Tourism and Travel Research Institute (TTRI) in 2003, examines customer satisfaction within the tourism industry and the consequences of service failures occurring. It reviews existing literature on service failure in relation to travel and tourism and identifies the strategies that organisations can use to manage the outcomes of dissatisfying service experiences and minimising the adverse impact of customer complaints. (Added: 8-Dec-2004 Hits: 701 )
Problem-Solving Success Tip: Define the Problem First - by Jeanne Sawyer
Define the Problem First. It seems obvious, but how many times have we gone to a problem-solving meeting and the discussion started with either whose fault was it or an assertion about the proper solution? (Added: 18-Jan-2005 Hits: 779 )
We have much more on this topic: Please Search!
|
Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
Get The printed version from amazon!
Got A Kindle? We have it covered. Click here to get your copy from the Kindle store.
Amazon Reviews Verified By Amazon
Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.