Dealing with Customer Complaints

Dealing with Customer Complaints

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.

  • Need,
  • Importance,
  • Quantify,
  • Consequences,
  • 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.

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