Dealing with Customer Complaints
Effective listening and questioning skills are essential for ‘reading/sizing up a situation’.
Skilled questioning will elicit information in a conversational way.
- Facts – the problem,
- Feelings – the person.
When negotiating a settlement, separate these two factors….. and listen.
CUSTOMER COMPLAINTS: WHAT THEY HATE MOST WHEN PHONING YOUR COMPANY
CUSTOMER SATISFACTION: WHAT THEY LOVE MOST
If we can define it – we can measure it,
If we can measure it – we can analyze it,
If we can analyze it – we can control it,
If we can control it – we can improve it.