A Complaint Is a Gift Janelle Barlow Ph
A Complaint Is a Gift Janelle Barlow, Ph. D.
A Complaint Is a Gift
A Complaint Is a Gift
A Complaint Is a Gift There’s no such thing as a problem-free relationship. Problem resolution is probably the most critical competency. —KPMG Ted Fernandez
A Complaint Is a Gift About the least level of problems you can expect is 12%, …and that’s with such items as lamps, tires, cosmetics, blankets and sheets! Alan Andreason & Arthur Best, HBR
A Complaint Is a Gift You must get close -intimately close -to your customers. In the final analysis, customers are your only source of job security. Price Pritchett New Work Habits for a Radically Changing World
A Complaint Is a Gift Something not right Expectations not met Early warning system Threat Expressed to you, and not the marketplace Source of ideas
A Complaint Is a Gift At times, a challenge Chance to educate Opportunity to tighten bonds with customers Chance to find out how good you really are at customer service
A Complaint Is a Gift
A Complaint Is a Gift DISSATISFACTION WITH SERVICE IS SELDOM VISIBLE 26 of 27 dissatisfied customers do not complain
A Complaint Is a Gift
A Complaint Is a Gift How many customers do your agencies lose?
A Complaint Is a Gift A very common reason for losing customers is poor handling of complaints.
A Complaint Is a Gift More than half of all efforts to respond to customer complaints reinforce negative reactions. .
A Complaint Is a Gift Apology Rejection “Passed on” Making excuses Customer “interview” Interrogation
A Complaint Is a Gift
A Complaint Is a Gift How can insurance customers return the favor of your effective complaint handling?
A Complaint Is a Gift $ $ It costs at least 5 times more to win a new customer than to keep an existing one. $ $ $
A Complaint Is a Gift “Reducing customer defections by as little as five points—from say, 15% to 10% per year— can double profits. ” Bain and Co.
A Complaint Is a Gift “The profit made from a single customer who has stayed loyal for seven years is six times more than the profit made from a new customer. ” Bain and Co.
A Complaint Is a Gift • Lower costs to retain • Less negative word of mouth • Can learn from them • Easier to satisfy
A Complaint Is a Gift
A Complaint Is a Gift • Marketing experts • Public relations specialists • Sales teams • Customer retention staff
A Complaint Is a Gift
A Complaint Is a Gift 1. Say “thank you. ” 2. Explain why you appreciate the complaint. 3. Apologize for the mistake. 4. Promise to do something about it. 5. Ask for necessary information. 6. Correct the mistake – promptly. 7. Check customer satisfaction. 8. Prevent future mistakes.
A Complaint Is a Gift You never change things by fighting the existing reality. To change something, build a new model that makes the existing model obsolete. Buckminster Fuller
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