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Do not forget that businesses small and large dissatisfied customers who are simply looking for a little compassion humility and an apology from the frontline staff for being demanding.
In his best-seller Blink: The Power of Thinking Without Thinking (2005 Little, Brown), the author reminds us that Malcolm Gladwell medical malpractice by patients, their manners are at the top will be greatly missed, I suddenly be sued , tend rushed or dismissive. But for doctors, empathy, listening, and even the rare ability to admit that showed no response rates were very low respondent. If there is real empathy in the encounter, patients are more likely to give the doctor the benefit of the doubt. However, if the patient feels neglected and ignored, plaintiffs’ attorneys often call.
The solution is not all contact with customers, employees and teaching them, how nice to customers. Many people rub it on time, which was developed as “smile training” programs to give easier towing. These programs teach platitudes and dubious techniques, such as smiling, with the name of customer service by heart often catchy slogans or permanently, even by telephone.
It is not always easy, people are tired, frustrated, apathetic, or act as “Bozo is” (bored zombies) to respond to the needs of the law, angry or confused customers that meet a high level of service. Consider the following model to help everyone get through each customer interaction, whether positive or negative. It focuses on education and empathy and work is needed to show customers your employees really care about:
G – Greet the customer with genuine sincerity and if not in person, eye contact is real.
R – Reassure the customer that the custody of your question or problem until it has dissolved.
T – Thank the customer for their cooperation, patience and business.
There’s an old adage, if you improve customer service, which sounds paradoxical, and next is: A complaint is a gift. Negative feedback from customers, gives your company and your employees the opportunity, his image, his reputation for repairing and improving the service to implement. Restore the client initiates the business, once the problem is clearly two weeks later.