“Handling Customer Complaints With Class – Using Customer Complaints as a Successful Marketing Strategy”
“Handling Customer Complaints With Class – Using Customer Complaints as a Successful Marketing Strategy”
By: J. Glenn Ebersole, Jr., Chief Executive of J. G. Ebersole Associates and The Renaissance Group ™
If you currently do not view customer complaints as a valuable opportunity, you are ignoring a very effective strategic tool for success. In more than 35 years of professional experience in marketing, I can assure you that the effective handling of complaints and a good service recovery strategy are very valuable marketing opportunities. The sad news here is that many businesses simply do not accept this and squander many opportunities to grow their business.
Perhaps businesses do not see the opportunities because complaining does not have a positive meaning. Complaints are associated with annoyance, displeasure, frustration, unhappiness and son on. How ironic then is it to suggest that complaints are an important vehicle for our own clients and customers to tell us how to run our businesses and organizations. I suggest a way to view complaints is to look at the complaints received and then develop and implement an effective means of managing complaints to produce positive outcomes for the customer and your business.
I wanted to share with you what I would suggest you do to handle complaints with class. Here are 10 things to do to manage complaints in a classy manner:
1. First of all, say thank you to the customer.
2. Express your personal appreciation for them sharing their complaint with you.
3. Apologize to the customer for the error, mistake or incident.
4. Make a personal commitment to do something immediately to address the complaint.
5. Ask the person making the complaint to please share information with you about the problem.
6. Take some immediate action to address the complaint and follow-up with
required additional actions.
7. Ask the customer about their satisfaction level regarding your handling of their complaint and find out if you can do anything else.
8. Develop and implement a plan to prevent the same problem or concern from happening again.
9. Contact the person making the complaint to confirm the customer’s complaint has been resolved satisfactorily. One of the most effective ways of doing this is by a phone call.
10. Write a thank you note to the person for bringing the problem or concern to your attention and for the opportunity to resolve their issue.
In my opinion, if you follow this class approach, you will see many more clients and customers returning to do business with you. Please contact me today through my website at www.renaissanceman4u.com or by email at jgecoach@aol.com so we can discuss how you can develop a complain management system for your business or organization.
Handling Customer Complaints With Class Using Customer Complaints as a Successful Marketing Strategy - To learn more about this author, visit Glenn Ebersole's Website.
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“Handling Customer Complaints With Class – Using Customer Complaints as a Successful Marketing Strategy”
By: J. Glenn Ebersole, Jr., Chief Executive of J. G. Ebersole Associates and The Renaissance Group ™
If you currently do not view customer complaints as a valuable opportunity, you are ignoring a very effective strategic tool for success. In more than 35 years of professional experience in marketing, I can assure you that the effective handling of complaints and a good service recovery strategy are very valuable marketing opportunities. The sad news here is that many businesses simply do not accept this and squander many opportunities to grow their business.
Perhaps businesses do not see the opportunities because complaining does not have a positive meaning. Complaints are associated with annoyance, displeasure, frustration, unhappiness and son on. How ironic then is it to suggest that complaints are an important vehicle for our own clients and customers to tell us how to run our businesses and organizations. I suggest a way to view complaints is to look at the complaints received and then develop and implement an effective means of managing complaints to produce positive outcomes for the customer and your business.
I wanted to share with you what I would suggest you do to handle complaints with class. Here are 10 things to do to manage complaints in a classy manner:
1. First of all, say thank you to the customer.
2. Express your personal appreciation for them sharing their complaint with you.
3. Apologize to the customer for the error, mistake or incident.
4. Make a personal commitment to do something immediately to address the complaint.
5. Ask the person making the complaint to please share information with you about the problem.
6. Take some immediate action to address the complaint and follow-up with
required additional actions.
7. Ask the customer about their satisfaction level regarding your handling of their complaint and find out if you can do anything else.
8. Develop and implement a plan to prevent the same problem or concern from happening again.
9. Contact the person making the complaint to confirm the customer’s complaint has been resolved satisfactorily. One of the most effective ways of doing this is by a phone call.
10. Write a thank you note to the person for bringing the problem or concern to your attention and for the opportunity to resolve their issue.
In my opinion, if you follow this class approach, you will see many more clients and customers returning to do business with you. Please contact me today through my website at www.renaissanceman4u.com or by email at jgecoach@aol.com so we can discuss how you can develop a complain management system for your business or organization.
Handling Customer Complaints With Class Using Customer Complaints as a Successful Marketing Strategy - To learn more about this author, visit Glenn Ebersole's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
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John PowerJohn Power, founder of Biltmore Franchise Consulting, has extensive experience developing and marketing franchises and business opportunities. He has been in and around franchising for over twenty years. From 1980 through 1990 he conceptualized, organized, and developed the American Video Association. He grew AVA to 2,000 national members, before selling the company it 1990. It was later merged into another home video marketing company. From 2000 to 2005 he worked as a contract marketing and human resources consultant to several local and national companies. In 2005 Mr. Power began working as a franchise development consultant on a full-time basis. Since that time he has helped more than three dozen companies initiate and develop their franchising program. He notes that there are many companies interested in developing a franchise program, and who need his specialized assistance. Mr. Power is a “hands-on” franchise consultant. He said, “I am the ‘nuts and bolts’ person who tends to the details for my clients.” Mr. Power holds a B.S. degree with a major in Marketing. See: www.biltmorefranchise.com You may contact Mr. Power at: jpower@biltmorefranchise.co - Visit John Power's Website |
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Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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