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Learning from Your Employees' and Customers' Complaints |
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(reprinted with permission by www.customerservicemanager.com) Sometimes complaints can be overwhelming. However, by taking them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace.
After all, a complaint is nothing more that a person telling you that his (or her) needs haven't been met. As dissatisfied customers, they are giving us a second chance to correct something that should have been done properly the first time around. (In this case the customer happens to be your employee.)
If you listen to them patiently and attentively, their complaints will alert you to a real or potential problem, or tell you of a better way to handle a situation. |
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Five Strategies for Guaranteeing Customer Loyalty |
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Written by Robert W. Lucas
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(Reprinted with permission by www.customerservicemanager.com) Customer retention has always been one of the most cost effective ways to increase business revenue..
According to the international consulting firm Bain & Company, you can increase profits by as much as ninety-five percent through increasing retention by as little as five percent.
If organizations fail to focus their efforts on servicing current customers while spending excessive amounts on acquiring new ones, they are wasting their efforts and much of their revenue.
Most customers look for good value for their money, especially in hard economic times. They are also attuned to product and service pricing. Even so, many customers are likely to pay a bit more to organizations that demonstrate a true concern for customer needs and a willingness to go out of the way to provide quality service levels.
Certainly, providing service that differentiates your organization from others requires effort, training, and staffing, but the return on investment (ROI) is well worth it long term. You cannot expect to approach service with a “fix it and move on” mentality. Service is a process, not an event. It requires dedication of time, money and resources and a commitment to provide whatever it takes to satisfy your customers. |
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Customer Service Articles