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Member You - The ABCs of Customer Recovery
We've all had them, those poorly illustrated guides to putting a retail product together or instructions on how to use a new piece of electronic equipment. What gives? For those of us who are mechanically challenged, this can be really frustrating. The world of electronics holds a special frustration for many, such as setting up a piece of computer equipment, for example. Once learned, they are usually not that bad, but
N egotiate resolutions that balance both the interests of your company and your customer.
Open the door with unhappy customers with open-ended questions. Make your questions demonstrate a sincere interest in better understanding the customer’s problem or experience.
P ut yourself in the customer’s shoes. How would you feel if the exact same p
Foreign companies investing in China manufacturing facilities face difficult tasks in dealing with Chinese engineering and construction companies. Chinese design and construction policies and practices are vastly different from those in the West. Cultural differences often frustrate western engineers and managers attempting to complete their new China manufacturing facilities.Engineering design in China of a forei
A ct as if every lost customer’s sales come out of your paycheck.
Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.
C ommunicate with diplomacy and tact when you final answer is “no” and when explaining company policy.
D on’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.
E mpathize with unhappy customers and allow this empathy to season your responses.
F ind a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do.
G ive a token item such a coupon as a concrete form of apology.
H ave a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as important to you as it is to your customer.
I nvolve customers in the problem resolution process. Sometimes it’s very helpful to simply ask, “How do you see us resolving this?”
Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information.
K eep customers apprised of your timetable and progress toward resolving their problems.
L isten with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct.
M onitor your customer service calls to ensure your tone is friendly, helpful and willing.
N egotiate resolutions that balance both the interests of your company and your customer.
Open the door with unhappy customers with open-ended questions. Make your questions demonstrate a sincere interest in better understanding the customer’s problem or experience.
P ut yourself in the customer’s shoes. How would you feel if the exact same pr
In your business, does it feel more productive, to be fulfilling the orders, or spending half a day on marketing or planning?You see, the majority of people go into business to escape working for a boss, or the long commute to work or the 9 to 5 boredom. They want freedom, flexibility and a better income.So, they take the incredibly gutsy move and go it on their own. They step right out of their comfort zon
C ommunicate with diplomacy and tact when you final answer is “no” and when explaining company policy.
D on’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.
E mpathize with unhappy customers and allow this empathy to season your responses.
F ind a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do.
G ive a token item such a coupon as a concrete form of apology.
H ave a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as important to you as it is to your customer.
I nvolve customers in the problem resolution process. Sometimes it’s very helpful to simply ask, “How do you see us resolving this?”
Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information.
K eep customers apprised of your timetable and progress toward resolving their problems.
L isten with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct.
M onitor your customer service calls to ensure your tone is friendly, helpful and willing.
N egotiate resolutions that balance both the interests of your company and your customer.
Open the door with unhappy customers with open-ended questions. Make your questions demonstrate a sincere interest in better understanding the customer’s problem or experience.
P ut yourself in the customer’s shoes. How would you feel if the exact same p
I'm writing this article because I would have appreciated someone warning me about unknowingly pushing myself into a severe relapse of PVFS (ME/CFS) a few years ago (when I was struggling to keep my full-time job).Most working ME/ Chronic Fatigue Syndrome (CFS) and Fibromyalgia (FM) sufferers face the same kind of problems at some point during their illness:Should they continue work? Should they cut down? O
G ive a token item such a coupon as a concrete form of apology.
H ave a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as important to you as it is to your customer.
I nvolve customers in the problem resolution process. Sometimes it’s very helpful to simply ask, “How do you see us resolving this?”
Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information.
K eep customers apprised of your timetable and progress toward resolving their problems.
L isten with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct.
M onitor your customer service calls to ensure your tone is friendly, helpful and willing.
N egotiate resolutions that balance both the interests of your company and your customer.
Open the door with unhappy customers with open-ended questions. Make your questions demonstrate a sincere interest in better understanding the customer’s problem or experience.
P ut yourself in the customer’s shoes. How would you feel if the exact same p
The modern corporate world is fast becoming integrated with the social aspects of a person's professional life, and this trend can no longer be ignored. At a time when networking abilities are touted as critical to rising in a career, it is important to reflect social niceties such as sending get-well gifts to ones colleague, boss or junior, when they are unwell.Selecting the right gift is always a challenge espec
Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information.
K eep customers apprised of your timetable and progress toward resolving their problems.
L isten with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct.
M onitor your customer service calls to ensure your tone is friendly, helpful and willing.
N egotiate resolutions that balance both the interests of your company and your customer.
Open the door with unhappy customers with open-ended questions. Make your questions demonstrate a sincere interest in better understanding the customer’s problem or experience.
P ut yourself in the customer’s shoes. How would you feel if the exact same p
There are many features that an office chair should possess to ensure that it is a high quality product. These features will allow a good office chair to withstand intensive use, provide comfort to its user, prevent serious injury, and contribute to overall office productivity. Most important, proper ergonomic design is essential in providing adequate back support and helping to alleviate the discomfort that is often a
N egotiate resolutions that balance both the interests of your company and your customer.
Open the door with unhappy customers with open-ended questions. Make your questions demonstrate a sincere interest in better understanding the customer’s problem or experience.
P ut yourself in the customer’s shoes. How would you feel if the exact same problem happened to you?
Q uickly apologize. Apologize both when the company is at fault and even when the customer is responsible for the error. An apology goes a long way in creating calm, diffusing anger and regaining goodwill.
R ecognize that the issue is not the issue. The way the issue is handled becomes the real issue.
S ay “no” diplomatically and without causing resentment. The best way to do this is to start out by telling the customer what you can do.
T hank customers for their feedback.
U p-Service your customers by suggesting products or services that enhance the value of their current purchase.
View the customer as the reason for your work---not as an interruption to your work.
W OW customers.
Ex amine the root cause of problems and work to eliminating problems at the root.
Y ou are the company to each customer. Never underestimate your power to influence the customer’s future buying decisions.
Zero in on the customer’s needs and wants.
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