Unhappy customers may be a challenge to deal with, but they also represent some of your greatest opportunities for improvement. Winning over detractors can transform customer loyalty and ROI. Are you ready to listen up?
The document outlines 7 rules for effective complaint management: 1) Isolate the complaining customer to dissipate anger and avoid escalating the situation; 2) Have the customer sit down to slow their heart rate and lower the noise level; 3) Take notes on the details of the complaint to ensure all aspects are addressed; 4) Only offer to take action if you are able to, otherwise commit to bringing the issue to the proper authority; 5) Set a deadline for addressing the complaint and commit to it; 6) Revert by the deadline to maintain credibility; 7) Seek feedback on how the complaint was handled to improve future responses.
This document contains a collection of quotes related to customer service. The quotes emphasize the importance of prioritizing customer satisfaction, focusing on the customer experience, and continuously improving service. Some of the key ideas expressed are that customer loyalty is more valuable than short-term satisfaction, that every customer interaction shapes perceptions, and that exceptional service should be the goal of every employee's daily work.
This document provides guidance on overcoming common objections from prospects. It begins by listing some common objections like "I would like to think about it" or "Now is not the best time." It then outlines the key steps to overcoming objections, which are to uncover, isolate, address, and overcome the objection. Specific techniques are provided for uncovering like asking "What specifically would you like to think about?" and for isolating like assuming the objection is not an issue and asking if there are any other reasons. Sample dialogs are given for addressing common objections. The document emphasizes learning the objections in advance and having proven responses prepared.
The document provides guidance on how to handle customer complaints. It advises listening to the customer, documenting their name and details of the complaint, apologizing for any issues, providing an action plan to resolve the problem and prevent recurrence. Representatives are told to sympathize with customers, remain calm, gather information without blame, and make no promises they cannot keep.
This document provides guidance on how to effectively handle customer complaints. It emphasizes that complaints should be viewed as opportunities rather than problems. Key recommendations include not being defensive, apologizing even when not at fault, addressing customers by name, actively listening without making excuses, following up on commitments, and turning dissatisfied customers into satisfied ones through efficient resolution of their issues. Customer feedback through surveys and focus groups can also help improve service delivery and prevent future complaints.
This document summarizes an annual review meeting on handling customer complaints. It discusses what a complaint is, how complaints can benefit an organization, the types of internal and external customers, how to deal with different types of customers and their complaints, and the key requirements for successful complaint handling. These include listening skills, clear communication, having the right information, professionalism, and empowering employees to resolve issues. The document concludes that complaints are opportunities to improve and strengthen customer relationships.
The document discusses obtaining commitment from prospects in sales. It addresses when is the best time to seek commitment, which includes watching for verbal and nonverbal cues from the prospect that indicate they are ready. The document also discusses different methods salespeople may use to obtain commitments, such as having the prospect agree to a demonstration or pass along an endorsement. Additionally, it examines traditional closing methods like the minor point close and continuous yes close, as well as more effective approaches like benefit summaries and probing questions. The best way to obtain commitment is to focus on addressing the prospect's needs and pain points rather than pressuring them or appealing to emotions.
The document outlines 7 rules for effective complaint management: 1) Isolate the complaining customer to dissipate anger and avoid escalating the situation; 2) Have the customer sit down to slow their heart rate and lower the noise level; 3) Take notes on the details of the complaint to ensure all aspects are addressed; 4) Only offer to take action if you are able to, otherwise commit to bringing the issue to the proper authority; 5) Set a deadline for addressing the complaint and commit to it; 6) Revert by the deadline to maintain credibility; 7) Seek feedback on how the complaint was handled to improve future responses.
This document contains a collection of quotes related to customer service. The quotes emphasize the importance of prioritizing customer satisfaction, focusing on the customer experience, and continuously improving service. Some of the key ideas expressed are that customer loyalty is more valuable than short-term satisfaction, that every customer interaction shapes perceptions, and that exceptional service should be the goal of every employee's daily work.
This document provides guidance on overcoming common objections from prospects. It begins by listing some common objections like "I would like to think about it" or "Now is not the best time." It then outlines the key steps to overcoming objections, which are to uncover, isolate, address, and overcome the objection. Specific techniques are provided for uncovering like asking "What specifically would you like to think about?" and for isolating like assuming the objection is not an issue and asking if there are any other reasons. Sample dialogs are given for addressing common objections. The document emphasizes learning the objections in advance and having proven responses prepared.
The document provides guidance on how to handle customer complaints. It advises listening to the customer, documenting their name and details of the complaint, apologizing for any issues, providing an action plan to resolve the problem and prevent recurrence. Representatives are told to sympathize with customers, remain calm, gather information without blame, and make no promises they cannot keep.
This document provides guidance on how to effectively handle customer complaints. It emphasizes that complaints should be viewed as opportunities rather than problems. Key recommendations include not being defensive, apologizing even when not at fault, addressing customers by name, actively listening without making excuses, following up on commitments, and turning dissatisfied customers into satisfied ones through efficient resolution of their issues. Customer feedback through surveys and focus groups can also help improve service delivery and prevent future complaints.
This document summarizes an annual review meeting on handling customer complaints. It discusses what a complaint is, how complaints can benefit an organization, the types of internal and external customers, how to deal with different types of customers and their complaints, and the key requirements for successful complaint handling. These include listening skills, clear communication, having the right information, professionalism, and empowering employees to resolve issues. The document concludes that complaints are opportunities to improve and strengthen customer relationships.
The document discusses obtaining commitment from prospects in sales. It addresses when is the best time to seek commitment, which includes watching for verbal and nonverbal cues from the prospect that indicate they are ready. The document also discusses different methods salespeople may use to obtain commitments, such as having the prospect agree to a demonstration or pass along an endorsement. Additionally, it examines traditional closing methods like the minor point close and continuous yes close, as well as more effective approaches like benefit summaries and probing questions. The best way to obtain commitment is to focus on addressing the prospect's needs and pain points rather than pressuring them or appealing to emotions.
This document discusses customer complaints and how businesses should handle them. It notes that while customers used to write letters with complaints, social media now allows complaints to reach thousands. Negative reviews can cost businesses customers, and most unhappy customers never complain. Complaints provide opportunities to understand customer perceptions and ensure continual improvement. The golden rules of handling complaints are to take them seriously, never snub a complainer, see things from the customer's perspective, and train staff on proper complaints handling. Complainers primarily want an apology, explanation, and reassurance. The recommended approach is to thank customers for complaining, apologize, get the full details, correct any mistakes, and learn from the experience.
This document discusses customer complaints and their handling. It defines a complaint as an expression of dissatisfaction or unacceptable situation. Complaints arise due to differing expectations and grievances. When handling complaints, it is important to believe the customer, listen without being defensive, apologize even if not at fault, solve or satisfy the issue, and thank the customer. Proper body language like making eye contact, nodding, and smiling is also important when dealing with angry customers. Some magic words and phrases can help de-escalate situations. Overall, complaints should be viewed as opportunities for improvement rather than problems.
This document provides guidance on handling upset customers. It recommends listening to customers' complaints without interrupting, acknowledging their feelings with empathy, and clarifying the issue. The key is to resolve problems calmly and professionally while focusing on solutions within your control. The document outlines the "LAST" approach: Listen without interrupting, Apologize and show empathy, Solve the problem, and Thank the customer. It emphasizes allowing customers to vent, managing your own emotions, understanding issues from their perspective, following through on promises, and leaving customers feeling satisfied.
This document provides guidance on improving consultative sales skills through understanding customer needs, communication styles, and an effective sales process. It discusses establishing rapport, understanding prospects, aligning products to needs, and monitoring the interaction. Key aspects of the consultative process include setting appointments, understanding why people choose, crafting a positioning statement, and providing needs-based consultation through financial assessment and illustration of protection solutions. The overall aim is to help agents improve conversions and returns by enhancing customer understanding and communication.
This document discusses the process of customer care, complaint handling, and collecting dues to retain customers. It defines a customer as someone who uses paid products or services from an individual or organization. The key aspects of customer care are learning customer needs, analyzing complaints, developing relationships, and using two-way communication. When handling complaints, representatives should remain composed, apologize, address customers by name, and work with customers to find solutions. To collect dues and retain customers, organizations can make calls, send letters or faxes, do personal visits, or involve trade groups. There is a six stage process to collections that starts with billing and can progress to legal notices if needed. Maintaining good customer service is important to keep customers.
Sales and marketing requires planning, execution, and persistence to close deals. The three-tier approach of plan-execute-win is effective for new salespeople. It is important to listen to understand clients' needs, build close relationships over time, and provide true value at a fair price to seal deals. The steps to making a sale involve prospecting potential clients, conducting an interview to present your product and engage the client, and closing the sale by addressing any objections. With preparation, confidence, and responding thoughtfully to doubts, salespeople can advance their presentations and close more deals over time.
Infographic 72 on "Customer Complaints" from ManageTrainLearnManage Train Learn
The Infographics series is one of the most popular collections on ManageTrainLearn. In the Skill Boosters section, you'll get 255 single slides packed with huge amounts of information. Hear what MTL customer, Indrani Narasimhan, says about them: "If you want short, sharp, effective and usable information, MTL's SkillBoosters are just the job! They contain up-to-date ideas that can be easily applied in the real world. Use them to support other learning and development materials to boost your awareness and capabilities. They're like a snack that keeps you going!". And, user, Mark Williams, says: "The MTL SkillBoosters I downloaded are simply superb. You call them SkillBoosters but I call them bundles of wisdom spread on a single sheet. I loved them and would like to have more."
Account management can get tricky and frustrating at times. But it is all about learning from your experience and getting better at it. Here is quick deck outlining 10 learnings of an account manager at a digital agency! Hope you find it useful :)
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLEScharles ukaumune
1. Customer service should focus on understanding customer values and providing exceptional service beyond expectations.
2. Top-down commitment from management is essential to set the proper tone for frontline staff.
3. Companies must implement specific service standards, reward good employee performance, invest in complaint resolution, and train staff.
4. Understanding who the most profitable customers are and building loyalty among them will help strengthen the business.
1. Gaining commitment from buyers is an important part of the sales process. Salespeople should not rely solely on buyers to initiate the purchase and should actively seek commitment.
2. There are various techniques for gaining commitment such as trial closes, direct requests, benefit summaries, and probing methods to understand any hesitations. It is important to avoid coming across as too aggressive.
3. If commitment is obtained, the salesperson should have no surprises, confirm the choice, get the signature, show appreciation, and cultivate the relationship for future sales. If not obtained, the salesperson should discover the cause and maintain a positive perspective for future opportunities.
In this SlideShare, Richardson explains there is no second act in selling. Buyers have too many options and not enough time. When your salespeople show up, they must be exceptional – cutting through the noise and distilling what matters most.
Customer Service & Conflict Resolution TrainingAndrea Estes
The document outlines a training on customer service, conflict resolution, and telephone etiquette. It covers important statistics on customer service and its impact on business. It teaches seven steps of good telephone etiquette and the six rules of effective customer service. The training also provides strategies for conflict resolution, such as controlling anger, defusing hostile situations, finding solutions, and following up. The lessons aim to help representatives improve customer satisfaction and retention.
Customer Service Starts At The Front Desk: Admin's Best Practices Myra Golden
The document provides best practices and techniques for customer service at the front desk. It recommends greeting visitors quickly with a sincere welcome, keeping conversations professional, and providing refreshments. It also suggests speaking slowly, using the caller's name, thanking them for calling, writing concise emails, focusing on resolving customer issues, empathizing with customers, and paying attention to detail to provide a high level of service. The overall message is that strong customer service is important for both customer satisfaction and business success.
The document provides strategies for effectively handling angry customers. It suggests that angry customers present an opportunity rather than a threat, as they are customers worth saving. It recommends listening empathetically to understand the problem without blame, then resolving the issue to build repeat business. Specific tips include not taking complaints personally, involving supervisors, debriefing afterwards, and learning stress management techniques.
The document discusses life cycle selling for mortgage brokers. It emphasizes building trust with customers throughout the entire process from lead generation to post-settlement care. The conversion stage focuses on earning a customer's trust by demonstrating expertise, understanding their needs, being transparent and honest, and listening. Trust is built through social media by communicating as a human, being a thought leader, being transparent, providing value over advertising, and promoting social responsibility.
This document discusses strategies for effective staffing in retail. It outlines that good applicants want above-average pay, good working conditions, respect, appreciation, fun work close to home. Younger generations want to learn and feel important. Great people don't respond to boring job listings; referrals and networking are powerful recruitment tools. Look for traits like attitude, people skills, motivation, and leadership when identifying strong candidates. Maintaining staff involves creating a great work environment with turnover, exit interviews to improve, and always recruiting to fill openings.
The document outlines 7 steps to a professional sales approach: 1) Greet the customer with a smile and introduce yourself, 2) Use the customer's name and make eye contact, 3) Try to be on a first name basis to build rapport, 4) Give genuine compliments, 5) Ask to sit down to take control of the interaction, 6) Engage in small talk to learn about the customer and relax them, 7) Use a needs analysis form to determine what the customer is looking for without selling the same thing to everyone. The goal is to build trust and likeability before presenting the product and making the sale.
This document provides tips and best practices for winning and keeping customers. Some key points include:
- The secret to winning and keeping customers is to reward them for their business. Focus on helping customers get what they need rather than selling to them.
- Most customers quit due to indifference or poor attitudes from employees, not due to competitive reasons or dissatisfaction with products alone.
- It is important to resolve any complaints quickly and keep customers satisfied to encourage positive word-of-mouth and return visits.
- Companies should focus more on retaining existing customers than acquiring new ones since customer loyalty is very valuable.
- Excellent customer service, problem-solving for customers, empathy, and reliability are keys
Beyond Surveys: The Age of Proactive Feedback ManagementSogolytics
Simply waiting for the feedback to come in isn't enough. How are you engaging your audience, managing feedback, and keeping the conversation going? Online reviews, always-on communication channels, and 24/7 demands -- how proactive is your approach to feedback management?
This presentation was used by Anaz Kabeer at Headstart Startup Saturday Kochi on June 13th 2015. The topic for this particular meet was "Getting initial customers".
This document discusses customer complaints and how businesses should handle them. It notes that while customers used to write letters with complaints, social media now allows complaints to reach thousands. Negative reviews can cost businesses customers, and most unhappy customers never complain. Complaints provide opportunities to understand customer perceptions and ensure continual improvement. The golden rules of handling complaints are to take them seriously, never snub a complainer, see things from the customer's perspective, and train staff on proper complaints handling. Complainers primarily want an apology, explanation, and reassurance. The recommended approach is to thank customers for complaining, apologize, get the full details, correct any mistakes, and learn from the experience.
This document discusses customer complaints and their handling. It defines a complaint as an expression of dissatisfaction or unacceptable situation. Complaints arise due to differing expectations and grievances. When handling complaints, it is important to believe the customer, listen without being defensive, apologize even if not at fault, solve or satisfy the issue, and thank the customer. Proper body language like making eye contact, nodding, and smiling is also important when dealing with angry customers. Some magic words and phrases can help de-escalate situations. Overall, complaints should be viewed as opportunities for improvement rather than problems.
This document provides guidance on handling upset customers. It recommends listening to customers' complaints without interrupting, acknowledging their feelings with empathy, and clarifying the issue. The key is to resolve problems calmly and professionally while focusing on solutions within your control. The document outlines the "LAST" approach: Listen without interrupting, Apologize and show empathy, Solve the problem, and Thank the customer. It emphasizes allowing customers to vent, managing your own emotions, understanding issues from their perspective, following through on promises, and leaving customers feeling satisfied.
This document provides guidance on improving consultative sales skills through understanding customer needs, communication styles, and an effective sales process. It discusses establishing rapport, understanding prospects, aligning products to needs, and monitoring the interaction. Key aspects of the consultative process include setting appointments, understanding why people choose, crafting a positioning statement, and providing needs-based consultation through financial assessment and illustration of protection solutions. The overall aim is to help agents improve conversions and returns by enhancing customer understanding and communication.
This document discusses the process of customer care, complaint handling, and collecting dues to retain customers. It defines a customer as someone who uses paid products or services from an individual or organization. The key aspects of customer care are learning customer needs, analyzing complaints, developing relationships, and using two-way communication. When handling complaints, representatives should remain composed, apologize, address customers by name, and work with customers to find solutions. To collect dues and retain customers, organizations can make calls, send letters or faxes, do personal visits, or involve trade groups. There is a six stage process to collections that starts with billing and can progress to legal notices if needed. Maintaining good customer service is important to keep customers.
Sales and marketing requires planning, execution, and persistence to close deals. The three-tier approach of plan-execute-win is effective for new salespeople. It is important to listen to understand clients' needs, build close relationships over time, and provide true value at a fair price to seal deals. The steps to making a sale involve prospecting potential clients, conducting an interview to present your product and engage the client, and closing the sale by addressing any objections. With preparation, confidence, and responding thoughtfully to doubts, salespeople can advance their presentations and close more deals over time.
Infographic 72 on "Customer Complaints" from ManageTrainLearnManage Train Learn
The Infographics series is one of the most popular collections on ManageTrainLearn. In the Skill Boosters section, you'll get 255 single slides packed with huge amounts of information. Hear what MTL customer, Indrani Narasimhan, says about them: "If you want short, sharp, effective and usable information, MTL's SkillBoosters are just the job! They contain up-to-date ideas that can be easily applied in the real world. Use them to support other learning and development materials to boost your awareness and capabilities. They're like a snack that keeps you going!". And, user, Mark Williams, says: "The MTL SkillBoosters I downloaded are simply superb. You call them SkillBoosters but I call them bundles of wisdom spread on a single sheet. I loved them and would like to have more."
Account management can get tricky and frustrating at times. But it is all about learning from your experience and getting better at it. Here is quick deck outlining 10 learnings of an account manager at a digital agency! Hope you find it useful :)
CUSTOMER_SERVICE_-OUR_PRIORITY by UKAUMUNE CHARLEScharles ukaumune
1. Customer service should focus on understanding customer values and providing exceptional service beyond expectations.
2. Top-down commitment from management is essential to set the proper tone for frontline staff.
3. Companies must implement specific service standards, reward good employee performance, invest in complaint resolution, and train staff.
4. Understanding who the most profitable customers are and building loyalty among them will help strengthen the business.
1. Gaining commitment from buyers is an important part of the sales process. Salespeople should not rely solely on buyers to initiate the purchase and should actively seek commitment.
2. There are various techniques for gaining commitment such as trial closes, direct requests, benefit summaries, and probing methods to understand any hesitations. It is important to avoid coming across as too aggressive.
3. If commitment is obtained, the salesperson should have no surprises, confirm the choice, get the signature, show appreciation, and cultivate the relationship for future sales. If not obtained, the salesperson should discover the cause and maintain a positive perspective for future opportunities.
In this SlideShare, Richardson explains there is no second act in selling. Buyers have too many options and not enough time. When your salespeople show up, they must be exceptional – cutting through the noise and distilling what matters most.
Customer Service & Conflict Resolution TrainingAndrea Estes
The document outlines a training on customer service, conflict resolution, and telephone etiquette. It covers important statistics on customer service and its impact on business. It teaches seven steps of good telephone etiquette and the six rules of effective customer service. The training also provides strategies for conflict resolution, such as controlling anger, defusing hostile situations, finding solutions, and following up. The lessons aim to help representatives improve customer satisfaction and retention.
Customer Service Starts At The Front Desk: Admin's Best Practices Myra Golden
The document provides best practices and techniques for customer service at the front desk. It recommends greeting visitors quickly with a sincere welcome, keeping conversations professional, and providing refreshments. It also suggests speaking slowly, using the caller's name, thanking them for calling, writing concise emails, focusing on resolving customer issues, empathizing with customers, and paying attention to detail to provide a high level of service. The overall message is that strong customer service is important for both customer satisfaction and business success.
The document provides strategies for effectively handling angry customers. It suggests that angry customers present an opportunity rather than a threat, as they are customers worth saving. It recommends listening empathetically to understand the problem without blame, then resolving the issue to build repeat business. Specific tips include not taking complaints personally, involving supervisors, debriefing afterwards, and learning stress management techniques.
The document discusses life cycle selling for mortgage brokers. It emphasizes building trust with customers throughout the entire process from lead generation to post-settlement care. The conversion stage focuses on earning a customer's trust by demonstrating expertise, understanding their needs, being transparent and honest, and listening. Trust is built through social media by communicating as a human, being a thought leader, being transparent, providing value over advertising, and promoting social responsibility.
This document discusses strategies for effective staffing in retail. It outlines that good applicants want above-average pay, good working conditions, respect, appreciation, fun work close to home. Younger generations want to learn and feel important. Great people don't respond to boring job listings; referrals and networking are powerful recruitment tools. Look for traits like attitude, people skills, motivation, and leadership when identifying strong candidates. Maintaining staff involves creating a great work environment with turnover, exit interviews to improve, and always recruiting to fill openings.
The document outlines 7 steps to a professional sales approach: 1) Greet the customer with a smile and introduce yourself, 2) Use the customer's name and make eye contact, 3) Try to be on a first name basis to build rapport, 4) Give genuine compliments, 5) Ask to sit down to take control of the interaction, 6) Engage in small talk to learn about the customer and relax them, 7) Use a needs analysis form to determine what the customer is looking for without selling the same thing to everyone. The goal is to build trust and likeability before presenting the product and making the sale.
This document provides tips and best practices for winning and keeping customers. Some key points include:
- The secret to winning and keeping customers is to reward them for their business. Focus on helping customers get what they need rather than selling to them.
- Most customers quit due to indifference or poor attitudes from employees, not due to competitive reasons or dissatisfaction with products alone.
- It is important to resolve any complaints quickly and keep customers satisfied to encourage positive word-of-mouth and return visits.
- Companies should focus more on retaining existing customers than acquiring new ones since customer loyalty is very valuable.
- Excellent customer service, problem-solving for customers, empathy, and reliability are keys
Beyond Surveys: The Age of Proactive Feedback ManagementSogolytics
Simply waiting for the feedback to come in isn't enough. How are you engaging your audience, managing feedback, and keeping the conversation going? Online reviews, always-on communication channels, and 24/7 demands -- how proactive is your approach to feedback management?
This presentation was used by Anaz Kabeer at Headstart Startup Saturday Kochi on June 13th 2015. The topic for this particular meet was "Getting initial customers".
This document discusses strategies for increasing customer loyalty and retention. It emphasizes the importance of making customers feel valued through personal attention to their needs and feedback. Specific recommendations include regularly checking in with customers, addressing complaints respectfully, finding ways to surprise and delight customers with unexpected gestures, and strengthening relationships to prevent losses to competitors. The overall message is that customers will remain loyal when they feel a company genuinely cares about providing an exceptional experience.
The document discusses objections in sales and how to handle them effectively. It defines an objection as a customer concern or question rather than an excuse. Objections are opportunities to provide information and address customer needs. While many salespeople see objections as bad, they are actually good signs that the customer is engaged and giving the salesperson a chance to respond. The document provides tips on distinguishing real from fake objections, techniques for responding like using "feel, felt, found", turning objections into benefits, and common objections and strategies to overcome them like breaking down costs, facilitating decision meetings, building trust with experience and references, and making the decision to hire easy.
25 Simple Tips to Maintain Good Customer RelationshipsTentacle Cloud
Building and maintaining customer relations can at times feel tiring and even harsh, but the rewards can be big. A personal contact, whether built over weeks, months or years, leads to positive word-of-mouth, increased sales, additional connections (references), job security and satisfaction.
www.tentaclecloud.com/signup.php
Deal with Sales Rejection Using These TipsTentacle Cloud
Rejection has possibly ruined the careers of more salespeople than any other particular thing. But you must to learn out how to gracefully handle rejection.
www.tentaclecloud.com/signup
The Perception Gap: Customer Expectations vs. RealitySogolytics
If your customers aren't getting what they want or need from your busines, they won't be your customers much longer. Learn from your detractors to close the gap between expectations and reality and you'll grow loyalty and revenue.
Effective Business Practices 101 (3/8): The Importance of Customer FeedbackDmitri Tcherbadji
This deck is a part of an eight-day introductory course that I originally designed for the residents of Inle Lake (Nyang Shwe), Myanmar during my volunteer work with Partnership for Change org. This is a basic introductory course for those who wish to start a businesses but aren't sure where to begin or what would be an effective way to run and operate a company geared for Western customers.
This deck is free for anyone to modify and use, but please keep in mind that I do not own copyrights for most of the images on those slides (with some exceptions).
This document provides guidance on building strong customer service. It discusses the importance of understanding customers, both internal and external. Effective communication is key, including active listening and adapting to different communication styles. When handling complaints, acknowledge the problem and focus on solutions. Continuously work to improve customer service through reviews and customer feedback. The overall message is that outstanding customer service requires maintaining positive attitudes, communicating well, resolving issues, and making continuous improvements.
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
How to win customers and keep them for lifeVinay Sekhar
The document provides guidance on how to win and keep customers. It discusses focusing on helping customers rather than selling, understanding that customers buy based on emotions and solving problems. It emphasizes asking the right questions to understand customer needs and wants. Throughout customer interactions, the key is to exceed expectations, solve problems, welcome complaints as improvement opportunities, and turn unhappy customers into loyal ones by making things right. The overarching message is that rewarding and caring for customers through every "moment of truth" is vital for business success and retention.
9 Simple Ways for Winning Back the Lost CustomersTentacle Cloud
This document provides 9 ways to win back lost customers. It discusses listening to customers, hiring the right customer support staff, using customer feedback, offering variety, determining why customers left, maintaining an updated customer database, offering virtual support options, avoiding delayed responses, and providing multi-channel customer support. The overall goal is to understand customers better and resolve issues promptly in order to decrease churn and increase customer retention.
Challenges with Customer Service Communication | SoGoSurveySogolytics
Simply being a good communicator won't solve every customer service problem you may face -- but it can definitely make a difference between a positive and a negative experience for your customer (and for you!).
Service is Your Best Marketing Strategy: 5 Quick TipsFivestars
In 2011, seven out of ten Americans said they were willing to spend more with companies that they believe provide excellent customer service. Learn 5 quick tips to make sure your small business' customer service is top notch.
The document outlines 21 steps to help businesses succeed. It discusses the importance of standing out from competitors, being adaptable to change, understanding that success requires hard work, having self-belief, focusing on improving the business rather than just working in it, paying attention to detail, surveying clients for feedback, continuously learning, building a strong brand, and engaging with customers online through social media. Success requires implementing these lessons and addressing both the business idea and the hard work needed for execution. Ignoring the online business world is a risk for any company.
The case of missing customer module one pp tsSergiu Rusu
This document discusses how arrogance and resistance to change can become weaknesses for successful organizations. It provides examples of executives who ignored or dismissed customer feedback that contradicted their own views. The document suggests that these organizations failed to recognize how customers' needs and preferences were changing. By not adapting to changes in the market and continuing to view themselves as experts rather than listening to customers, these organizations lost customers to competitors. The document advises organizations to view things from the customer's perspective and anticipate how to stay aligned with a changing marketplace. It warns that resistance to change can result in competitors attracting away an organization's customers if it is not addressing what customers truly value.
This document provides 20 tips for sales and business success. Some of the key tips include: acting as the account owner and considering the customer experience; stopping losing customers by putting their needs first; making customers believe in you through 5 ways of building deeper confidence; going the extra mile to thrill customers; having clear goals; turning yourself into a product expert; knowing your customers and market inside and out; developing public speaking skills; treating customers with honesty, integrity, and respect; and recognizing that company success is in your own hands through hard work and responsibility. The document emphasizes putting customers first, building their trust and belief, working hard, and taking responsibility for business success.
"Understanding Your Customers" by TechColumbus CEO Tom Walker is compact (kind of like an elevator speech). With a little touch of philosophy, it is full of actionable tips that entrepreneurs can put to practical use now.
Similar to The Detractor Opportunity: How to Win Over Critics and Improve Customer Experience (20)
Jargon can be a useful tool to communicate with employees or customers. But it should be used carefully, and your target audience must know what you're talking about.
Metrics are an important part of data-driven decision making. As metrics become increasingly important, we'll see more reliance on metrics in our everyday lives.
Unlock Segmentation: Dive into the Details to Elevate Your Customer ExperienceSogolytics
Segmentation will help you better understand your customers and their experience. It will also help set you apart from your competitors. Here are some tips.
The Importance of Omnichannel Consistency in Customer ExperienceSogolytics
Making the customer experience consistent across all touchpoints is the best way to retain customers and keep them coming back for more. Here's how to do it.
Qualifiers: The Logical Way to Capture Your Ideal Survey ParticipantsSogolytics
This document discusses using qualifiers in surveys to target the ideal participants. It recommends:
1) Knowing your target audience and confirming you have the right participants through qualifying questions at the start of the survey.
2) Using qualifying questions to narrow the field to only those who can provide relevant responses. These may include releases, waivers or agreements to participate.
3) With survey tools like SoGoSurvey, it is easy to set up qualifying questions and branching logic to filter participants and guide only relevant respondents through the full survey.
Got enough survey responses to make your reports meaningful? Statistically significant results require an understanding of sample size. Ensure your data-driven decisions are informed by enough data to make a difference!
The Online Suggestion Box: A Robust Tool for Customers and EmployeesSogolytics
The document discusses the benefits of using an online suggestion box for collecting feedback from customers and employees. Some key points:
1) An online suggestion box allows for anonymous feedback submission, improving reliability. It also provides convenience as people can submit from anywhere at any time.
2) During COVID, remote work and online shopping increased, making digital feedback collection through an online suggestion box more important.
3) For a suggestion box to be effective, management must show feedback is used to improve processes and recognize people for good suggestions. This encourages more participation.
The Power of Moments: Creating a Hyper-Personalized Customer ExperienceSogolytics
We all know that personalization is critical in attracting customers, but today's rapidly evolving technologies enable a hyper-specific level of customization that allows you to learn and connect at the right moments in the right ways with the right prospects and customers. How hyper is your personalization?
Should Employers Invest in Home Offices?Sogolytics
WFH life can be great, but it also brings its own challenges -- and expenses. Who should be responsible for paying for office equipment, furnishings, and supplies when employees aren't actually in the office? Watch this space as a hot topic for future recruiting -- and employee retention.
How would you describe your compay's culture -- and would your colleagues give the same description? Culture may be in the eye of the beholder, but to bring everyone together you'll need to take a closer look at what they all see and experience.
The Season of Churn: Pandemic-Influenced Employee TurnoverSogolytics
The pandemic disrupted employee turnover patterns, with turnover dropping initially but then expected to surge throughout 2021 as more employees seek new jobs or quit without backup plans. This surge could triple the monthly number of resignations and significantly increase costs for companies from replacing staff. Surveys found the top reasons for expected increased churn are desires for better compensation, work-life balance, and feeling disconnected from company culture due to remote work pressures. Employers can address churn by focusing on engaging top talent, providing recognition, listening to employee feedback, and supporting career development and mentoring to bolster engagement and retention.
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Make the most of every outreach by using key questions to target opportunities for improvement in your users' experience. If you don't know what's wrong (or right!), how can you decide where to spend your time and energy? Make the most of your resources by using smart surveys to uncover insights.
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No matter the product you sell or the service you offer, your priority is improving user experience. You might associate "UX" with websites or tech tools, but the experience your prospects and clients are having right now are key to their decisions on whether or not to stick around. Churn or engagement? Loss or retention? Survey your target audience to better understand how to make their user experience even better.
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We all know that the pandemic has changed our lives, but how has it changed our work, and what changes will persist in the long term? Both employers and employees should be prepared.
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Ellen Burstyn: From Detroit Dreamer to Hollywood Legend | CIO Women MagazineCIOWomenMagazine
In this article, we will dive into the extraordinary life of Ellen Burstyn, where the curtains rise on a story that's far more attractive than any script.
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The Most Inspiring Entrepreneurs to Follow in 2024.pdfthesiliconleaders
In a world where the potential of youth innovation remains vastly untouched, there emerges a guiding light in the form of Norm Goldstein, the Founder and CEO of EduNetwork Partners. His dedication to this cause has earned him recognition as a Congressional Leadership Award recipient.
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Explore the details in our newly released product manual, which showcases NEWNTIDE's advanced heat pump technologies. Delve into our energy-efficient and eco-friendly solutions tailored for diverse global markets.
The Steadfast and Reliable Bull: Taurus Zodiac Signmy Pandit
Explore the steadfast and reliable nature of the Taurus Zodiac Sign. Discover the personality traits, key dates, and horoscope insights that define the determined and practical Taurus, and learn how their grounded nature makes them the anchor of the zodiac.
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...Adani case
Time and again, the business group has taken up new business ventures, each of which has allowed it to expand its horizons further and reach new heights. Even amidst the Adani CBI Investigation, the firm has always focused on improving its cement business.
The report *State of D2C in India: A Logistics Update* talks about the evolving dynamics of the d2C landscape with a particular focus on how brands navigate the complexities of logistics. Third Party Logistics enablers emerge indispensable partners in facilitating the growth journey of D2C brands, offering cost-effective solutions tailored to their specific needs. As D2C brands continue to expand, they encounter heightened operational complexities with logistics standing out as a significant challenge. Logistics not only represents a substantial cost component for the brands but also directly influences the customer experience. Establishing efficient logistics operations while keeping costs low is therefore a crucial objective for brands. The report highlights how 3PLs are meeting the rising demands of D2C brands, supporting their expansion both online and offline, and paving the way for sustainable, scalable growth in this fast-paced market.
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...BBPMedia1
Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
Enhancing Adoption of AI in Agri-food: IntroductionCor Verdouw
Introduction to the Panel on: Pathways and Challenges: AI-Driven Technology in Agri-Food, AI4Food, University of Guelph
“Enhancing Adoption of AI in Agri-food: a Path Forward”, 18 June 2024
During the budget session of 2024-25, the finance minister, Nirmala Sitharaman, introduced the “solar Rooftop scheme,” also known as “PM Surya Ghar Muft Bijli Yojana.” It is a subsidy offered to those who wish to put up solar panels in their homes using domestic power systems. Additionally, adopting photovoltaic technology at home allows you to lower your monthly electricity expenses. Today in this blog we will talk all about what is the PM Surya Ghar Muft Bijli Yojana. How does it work? Who is eligible for this yojana and all the other things related to this scheme?
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Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...Niswey
50 million companies worldwide leverage WhatsApp as a key marketing channel. You may have considered adding it to your marketing mix, or probably already driving impressive conversions with WhatsApp.
But wait. What happens when you fully integrate your WhatsApp campaigns with HubSpot?
That's exactly what we explored in this session.
We take a look at everything that you need to know in order to deploy effective WhatsApp marketing strategies, and integrate it with your buyer journey in HubSpot. From technical requirements to innovative campaign strategies, to advanced campaign reporting - we discuss all that and more, to leverage WhatsApp for maximum impact. Check out more details about the event here https://events.hubspot.com/events/details/hubspot-new-delhi-presents-unlocking-whatsapp-marketing-with-hubspot-integrating-messaging-into-your-marketing-strategy/
Discover the Beauty and Functionality of The Expert Remodeling Serviceobriengroupinc04
Unlock your kitchen's true potential with expert remodeling services from O'Brien Group Inc. Transform your space into a functional, modern, and luxurious haven with their experienced professionals. From layout reconfiguration to high-end upgrades, they deliver stunning results tailored to your style and needs. Visit obriengroupinc.com to elevate your kitchen's beauty and functionality today.
2. 2
• Every business has its detractors.
• While you can’t demand that they
change their minds, you can change
the way you approach them in order
to create a new perspective.
3. 3
• Detractors are people who didn’t just
have a negative experience, but those
who actively say negative things
about your business.
• In terms of Net Promoter Score
calculation, Detractors are the ones
hurting your score.
4. • These days, bad news travels
really fast.
• Plus, it takes 40 positive reviews to
undo the damage of a single negative
review.
• That’s why it’s important to pay
attention to your detractors.
4
5. 5
• While detractors can make your life
difficult, these are also the people
who have the potential of becoming
your brand champions.
• Brand champions help you leverage
the power of word-of-mouth and
elevate brand value.
6. • Here’s what you need to do when it
comes to approaching your
detractors:
• Listen to what they have to say
• Show empathy
• Be accountable
• Deliver on your promises
• Follow up after resolution
6
8. 8
• People want to be heard, especially
when they are upset. And this is
exactly what your detractors are
feeling.
• Pay attention to feedback surveys
• Keep an eye on third-party review sites
• Enlist social listening to hear what your
customers have to say online
9. • Detractors are the people giving you
the most valuable insights into your
customer journey.
• While 91 percent of customers who
have had bad experiences simply
leave without complaining, it’s the
detractors who identify pain-points.
9
10. 10
• They help you identify red flags early
on, empowering you to upgrade
customer experience.
• If you want to change their
perspective, the very first step is to
listen to their concerns and
complaints to understand where they
come from.
12. 12
• Perhaps the complaint sounds
common or unimportant, or the issue
is already being worked on and
you’ve heard it all before.
• But here’s the thing: this is still a first
for your customer.
13. 13
• Be empathetic and show you care.
• Tell them the actions you’re planning
to take and make it a point to not
cause further stress.
• The more transparent and genuine
the approach, the more likely you are
to diffuse the situation.
15. 15
• The worst thing a business can do is
shirk responsibility.
• You might not always have the
right answer but taking ownership for
concerns might just do the trick.
• Take charge
• Apologize
• Communicate what you’re doing to
rectify the error
16. 16
• By understanding that the situation
isn’t ideal, you’re showing your
customers that their experiences are
valid, and you hear their concerns.
• This is one of the easiest ways to
show detractors that despite their
negative experiences, you’re willing to
hear them out and work toward a
solution.
18. 18
• There is no dearth of competitors
in the market, so it’s essential to
create a business your customers can
rely upon.
• Show detractors that despite the
negative experience they’ve had, they
can count on you to make things
right — and follow through.
• If you need to adjust your timeline or
some other specifics, communicate
clearly to avoid disappointing them
again or increasing their frustration.
20. 20
• You’ve heard your customers, you’ve
made the change, and now it’s time to
show them that you care.
• Send out a feedback survey telling
them the changes have been made,
seek additional feedback, and ask
where you can improve.
21. 21
• Businesses that go above and beyond
to make amends and ensure a great
experience are businesses customers
rely upon – it’s the same reason
Amazon is so popular.
• Customers know that incorrect or
wrong orders will be immediately
rectified, and they understand that
the company has their back.
23. 23
• Detractors are customers who just
want to be heard.
• They want to give your business one
last chance to rectify a wrong and win
their trust – and it’s an opportunity
you don’t want to miss.
• With the right steps and a
clear commitment to closing the
loop, your detractors can become
your biggest brand champions.
24. 24
• After all, while some loyal customers
have only had good experiences, your
detractors have seen how you take
efforts to correct yourself, and how
well your customers are prioritized –
and that’s why they know you’ve got
their back.
25. 25
• Winning a customer's trust is no easy
feat, so when it comes to the biggest
brand critics, it’s time to give them
some attention to understand the
cause of their frustration.
• What are your go-to strategies to
respond to detractors?
25