By Phil Stella
Components of that policy should include:
Keep in mind the paradox of customer complaints. Until tested, the concept of “excellent customer service” is a vague philosophical theory and ideal expectation. Once a customer has a problem and complains about it, how quickly and how well you deal with it and strive to make him or her happy again will do wonders to repair the initial damage. And oft-repeated studies indicate that customer loyalty can even increase after the successful solution of a problem.
So, how do you deal with angry customers? Courteously, quickly, and consistently!
Phil Stella runs Effective Training & Communication, which empowers business leaders to communicate confidently. A popular trainer and executive coach on workplace communications and sales presentations, he is on the Cleveland faculty of the Goldman Sachs 10,000 Small Businesses Initiative. He can be reached at (440) 449-0356.
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