I guess this article might help you... I don't know.
You're ready to leave aren't you? The first impression you had was "well this guy isn't going to be of any use". The same happens when a customer faces a rude, or neglectful employee. This sour first taste can be detrimental to acquiring, and ultimately retaining that consumer.Customers react positively to a receptive employee, and are often more understanding of the situation. I've stuck to a very strict method when dealing with upset or disgruntled customers. Please keep in mind that sometimes you have "modify" the process to meet those... fun customers :)
- Validate their concern
- Apologize for the inconvenience
- Offer a solution within policy
- Always what you can do, never what you can't
- Execute solution
Stress it everyday with your employees. Keep them informed on customer satisfaction, and engage them. They are on the front lines everyday and can help translate problems not properly expressed by customers. this also present critical thinkers, problem solvers, and the next potential supervisor/lead/manager.
