Last week, we talked about how client complaints can be enlightening in pin-pointing issues with our products or services. This week, let’s look at how to best handle those complaints, so that the client is satisfied and our companies and employees learn from the experience.
Nothing jolts the happy hum of an otherwise successful business day like a complaining customer. By the time a client calls to express displeasure, he or she is likely to have worked up a fair amount of anger. In a business that strives for customer satisfaction and positive customer-client relations, receiving that complaint can be […]
I just got off the phone with a gum-smacking receptionist for a company I was considering doing business with. She didn’t just chew—she had that special talent of making the gum go crack! and pop! From her jaws to my ears. When I finally had the pleasure of hanging up, I felt an overwhelming urge […]
In many industries, customer service has gotten so bad that the public just assumes they will be treated poorly. I experienced this principle myself just last evening. I came home from an evening meeting to discover my television was not functioning. I poured myself a tall glass of tea and settled in to call the […]
Some of the best customer service lessons we as small business owners can witness come by watching employees in our neighborhood fast food establishments. The workers are generally young, often in their first job experience, and learning. In the process, many of them make colossal mistakes. On the up side, many improve from those mistakes […]