A Little Difference

It is absolutely critical that you work with your employees to determine valid responses when problems occur. Your ability to resolve the problem satisfactorily can mean the difference between keeping or losing a Customer. Most Customers undersand that problems happen.

So what works best?
1. Determine the common types of problems that occur.
2. Come up with a resolution to each type of those problems.
3. Empower your employees to offer those resolutions to the dissatisfied Customer.
4. If none of these are satisfactory then allow the Customer to speak with a Manager who has a level two resolution ready.

What does this do for you?
*Provides your frontline employees the ability to resolve problems. This will likely give them more job satisfaction.
*It speeds up the resolution process because each employee is empowered to address.
*In those instances that the Customer does accept the resolution it makes them happier more quickly. No waiting on line for a “manager”. Your employee will be the hero.
*It helps build Customers for life.

What not to do when your Customer has a complaint.
1. Argue with them.
2. Tell them they are wrong.
3. Tell them you are right.
4. Fail to resolve the issue leaving the Customer to stew even longer.

Stuff happens. How you resolve it is up to you. Failure to resolve it is a sure fire way to lose your Customers.

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