Tags |
|
|
Links |
|
|
Member You - SSTOP! 5 Steps to Approach Complaining Customers
If you are sending a resume, you need to send a cover letter as well. A cover letter is a personal introduction that accompanies your resume. Even if the job posting doesn’t specify submitting a cover letter, it’s expected that you submit one with your resume. Yes, this requires extra work on your part but consider this: the cover letter gives you another chance to emphasize what you can contribute to the company or organization.What Should be Included in a Cover Letter?Following are the key elements of a cover letter: Introduction - Whenever possible, indicate how you came to apply to the company, such as you are responding
PHRAES THAT PAYSES: Combine one of the following reassurance responders with your offering, “The best way for me to help you right now,” “Here’s what I can do,” (or if you want to have some fun), “You’re in luck!” “Well, I have good news for you!” “Today’s your lucky day!” or “Fortunately I work miracles!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles!”
Perfect. You’re almost done SSTOPing this problem!
P is for PROMISE. The three most beautiful words of Approachable Service are PERSONALLY and RIGHT AWAY. Not someone else. Not your boss. YOU. And not “
1.Define your objective: Know what kind of work you most enjoy and perform the best. This requires self-evaluation, spending time looking at your interests and abilities. 2.Write an effective resume: Focus on your qualifications for the type of work you want to do. Show where you are headed, not whe
Maybe in person, via email or over the phone.
What’s the best approach?
It’s simple: SSTOP!
No, that wasn’t a typo. You read it right: SSTOP. And it represents a five-step process for approaching problems, diffusing anger, changing minds and winning the customer back. Let’s take a look.
S is for SURPRISE. Psychologically, if you respond to a problem, complaint or accusation with surprise, three things happen. First, you begin to diffuse anger. Secondly, your reactive response comes off as natural and sincere. Lastly, the customer is more willing to forgive you.
PHRASES THAT PAYSES: “Really?”
Really is one of the most versatile words in the English language. It exudes both concern and curiosity. And based on the severity of the problem, changing the inflection of your voice indicates numerous emotions. For example, stop reading right now. Try saying the word really two times: first with a low pitch and second with a high pitch.
Two totally different meanings, right?
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really?”
OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.
S is for SORRY. Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me.”
Good. You’ve showed surprise. You’ve thanked the customer. Now Miss Jackson is reassured that you’re on top of the problem. Let’s continue on.
T is for THAT’S. Step three is absolutely crucial. This is where you ensure the customer that her problem isn’t normal. That it’s an anomaly. And whatever happened to her is inconsistent with the type of service your company traditionally provides.
PHRASES THAT PAYSES: “That’s not normal,” “That’s horrible!” “That’s strange,” or, if possible, “In all the years I’ve been working here, that’s never happened!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is for OFFERING. When I worked at the Ritz-Carlton, every employee was empowered up to $2000. It was pretty amazing. If a guest was so upset that an apology wouldn’t even scratch the surface, we had the power to offer them a free night (or weekend!) stay at our hotel. Sometimes the guest would be SO delighted at the offering, they’d actually come out better than if there hadn’t been a problem in the first place! (This is known as the Customer Recovery Paradox.)
PHRAES THAT PAYSES: Combine one of the following reassurance responders with your offering, “The best way for me to help you right now,” “Here’s what I can do,” (or if you want to have some fun), “You’re in luck!” “Well, I have good news for you!” “Today’s your lucky day!” or “Fortunately I work miracles!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles!”
Perfect. You’re almost done SSTOPing this problem!
P is for PROMISE. The three most beautiful words of Approachable Service are PERSONALLY and RIGHT AWAY. Not someone else. Not your boss. YOU. And not “a
The terms merger and acquisition are frequently used as if they are synonyms, but have different implications. The major difference between a merger and an acquisition is their mode of finance.Mergers as well as acquisitions involve one or many companies purchasing all or part of another company. A merger is a result of two firms, often of similar size, agreeing to move ahead and exist as a single new company. This sort of action in particular is referred to as a "merger of equals." Mergers are mostly financed by a stock swap. In a stock swap, owners of stock in both companies receive an equivalent measure of stock in the newly formed association. Both co
Two totally different meanings, right?
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really?”
OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.
S is for SORRY. Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me.”
Good. You’ve showed surprise. You’ve thanked the customer. Now Miss Jackson is reassured that you’re on top of the problem. Let’s continue on.
T is for THAT’S. Step three is absolutely crucial. This is where you ensure the customer that her problem isn’t normal. That it’s an anomaly. And whatever happened to her is inconsistent with the type of service your company traditionally provides.
PHRASES THAT PAYSES: “That’s not normal,” “That’s horrible!” “That’s strange,” or, if possible, “In all the years I’ve been working here, that’s never happened!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is for OFFERING. When I worked at the Ritz-Carlton, every employee was empowered up to $2000. It was pretty amazing. If a guest was so upset that an apology wouldn’t even scratch the surface, we had the power to offer them a free night (or weekend!) stay at our hotel. Sometimes the guest would be SO delighted at the offering, they’d actually come out better than if there hadn’t been a problem in the first place! (This is known as the Customer Recovery Paradox.)
PHRAES THAT PAYSES: Combine one of the following reassurance responders with your offering, “The best way for me to help you right now,” “Here’s what I can do,” (or if you want to have some fun), “You’re in luck!” “Well, I have good news for you!” “Today’s your lucky day!” or “Fortunately I work miracles!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles!”
Perfect. You’re almost done SSTOPing this problem!
P is for PROMISE. The three most beautiful words of Approachable Service are PERSONALLY and RIGHT AWAY. Not someone else. Not your boss. YOU. And not “
One of the best items that you can give away during a trade show is a promotional pen. They are very popular at trade shows for a good reason – when people go to trade shows, they are inundated with papers, pamphlets and flyers, most of which get tossed into a pile back at the office, never to be looked at again. However, if you had out a promotional pen with your papers or pamphlets, your pen will likely be looked at again, and again by potential clients at the trade show, even when they are back in the office.The chief reason that promotional pens are so popular at trade shows is due to their size and functionality – they are compact and something that e
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me.”
Good. You’ve showed surprise. You’ve thanked the customer. Now Miss Jackson is reassured that you’re on top of the problem. Let’s continue on.
T is for THAT’S. Step three is absolutely crucial. This is where you ensure the customer that her problem isn’t normal. That it’s an anomaly. And whatever happened to her is inconsistent with the type of service your company traditionally provides.
PHRASES THAT PAYSES: “That’s not normal,” “That’s horrible!” “That’s strange,” or, if possible, “In all the years I’ve been working here, that’s never happened!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is for OFFERING. When I worked at the Ritz-Carlton, every employee was empowered up to $2000. It was pretty amazing. If a guest was so upset that an apology wouldn’t even scratch the surface, we had the power to offer them a free night (or weekend!) stay at our hotel. Sometimes the guest would be SO delighted at the offering, they’d actually come out better than if there hadn’t been a problem in the first place! (This is known as the Customer Recovery Paradox.)
PHRAES THAT PAYSES: Combine one of the following reassurance responders with your offering, “The best way for me to help you right now,” “Here’s what I can do,” (or if you want to have some fun), “You’re in luck!” “Well, I have good news for you!” “Today’s your lucky day!” or “Fortunately I work miracles!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles!”
Perfect. You’re almost done SSTOPing this problem!
P is for PROMISE. The three most beautiful words of Approachable Service are PERSONALLY and RIGHT AWAY. Not someone else. Not your boss. YOU. And not “
Before we start, could you open your Yellow Pages directory?What do most of the ads look like? To me they are nothing more than enlarged business cards. Basic contact information, logo and a slogan.A few list a little more… Like a florist who does weddings and funerals. A limo service that drives to proms. Custom framing that does photos and art. And this one is great: massage therapist who does… massage.It's hard to believe businesses pay so much money to tell people something they already assumed.Sometimes, they’ll give a few more details. Like what awards they’ve won, or how long they’ve been in business.Normally the biggest
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is for OFFERING. When I worked at the Ritz-Carlton, every employee was empowered up to $2000. It was pretty amazing. If a guest was so upset that an apology wouldn’t even scratch the surface, we had the power to offer them a free night (or weekend!) stay at our hotel. Sometimes the guest would be SO delighted at the offering, they’d actually come out better than if there hadn’t been a problem in the first place! (This is known as the Customer Recovery Paradox.)
PHRAES THAT PAYSES: Combine one of the following reassurance responders with your offering, “The best way for me to help you right now,” “Here’s what I can do,” (or if you want to have some fun), “You’re in luck!” “Well, I have good news for you!” “Today’s your lucky day!” or “Fortunately I work miracles!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles!”
Perfect. You’re almost done SSTOPing this problem!
P is for PROMISE. The three most beautiful words of Approachable Service are PERSONALLY and RIGHT AWAY. Not someone else. Not your boss. YOU. And not “
The ability to provide the highest level of customer service with the greatest levels of efficiency is paramount for companies in the market for web based help desk software. With this in mind, there are a few key features managers should look for during the evaluation process.Complete email integration. This is a feature in just about all help desk software, however as your evaluating make sure there is complete email integration that can support multiple mailboxes (if needed), a variety of mail server configurations, as well as key email features such as conversation threading and cc'ing.Interaction Log. To prevent staff from having
PHRAES THAT PAYSES: Combine one of the following reassurance responders with your offering, “The best way for me to help you right now,” “Here’s what I can do,” (or if you want to have some fun), “You’re in luck!” “Well, I have good news for you!” “Today’s your lucky day!” or “Fortunately I work miracles!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles!”
Perfect. You’re almost done SSTOPing this problem!
P is for PROMISE. The three most beautiful words of Approachable Service are PERSONALLY and RIGHT AWAY. Not someone else. Not your boss. YOU. And not “as soon as I can.” Not “as soon as possible.” RIGHT AWAY. As in, I promise to take care of this problem now.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel. Fortunately, I work miracles! And I will personally get you a new room right away.”
CUSTOMER: “Wow! Thanks for taking care of this problem quickly. That’s why I love this hotel. In fact, I am going to recommend that you be promoted to General Manager.”
Wow, GM? Look at you! Well done.
OK. Let’s do a quick review of SSTOP:
SURPRISE – respond as if the problem is news to you. SORY – apology PLUS thank you. THAT'S – inconsistent with your service. OFFERING – to win them back. PROMISE – to do it personally and right away.
Next time you need to approach a disappointed customer, remember these five steps, and you’ll be sure to SSTOP the problem!
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.memberyou.net/article/14598/memberyou-SSTOP-5-Steps-to-Approach-Complaining-Customers.html">SSTOP! 5 Steps to Approach Complaining Customers</a>
BB link (for phorums):
[url=http://www.memberyou.net/article/14598/memberyou-SSTOP-5-Steps-to-Approach-Complaining-Customers.html]SSTOP! 5 Steps to Approach Complaining Customers[/url]
Related Articles:
Zipper Plastic Bags - 10 Tips To Reduce Your Cost
Payroll Virginia, Unique Aspects of Virginia Payroll Law and Practice
Resume Tips To Take You From SAHM to WAHM
Bookmark it:
|