Browsing Tag customer loyalty
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13 September 2010 at 22 : 15 PM
How to deliver bad news to your customers
Question: Sometimes we have to deliver bad news to customers—deliveries will be late, products backordered, mistakes or misunderstandings have to be cleared up. What’s the best way to approach this situation? What should I say, and how do I handle things if the customer gets upset? Answer: The best way to deliver bad news to your customers is to be ...
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1 September 2010 at 15 : 45 PM
Bouncing back after a difficult call
QUESTION | At my company, we deal with difficult and hostile customers more often than we’d like. How do you bounce back after a nasty call without letting it affect how you handle the next customer? ANSWER | It is important not to take the customer’s anger personally. Replaying or rehashing the contact with your coworkers only allows your own ...
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17 August 2010 at 15 : 01 PM
Spend your time wisely
Let’s say there is a bank that credits your account each morning with $86, 400. It carries over no balance from day to day. Every evening it deletes whatever part of the balance you failed to use during the day. What would you do? Draw out ALL OF IT, of course!!! Each of us has such a bank. Its name is TIME. Every morning, it credits you with 86,400 ...
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10 August 2010 at 13 : 01 PM
Dealing with angry customers
You know what an angry customer’s voice sounds like: high-pitched tone, elevated volume, long pauses and sighs, or a condescending tone. You may hear threats, swearing, shrill demands or terse answers. Once you have identified an angry caller, what next? An angry customer actually has two problems: a relationship problem with your organization and a ...
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22 July 2010 at 14 : 10 PM
OW! That Hertz! – A Customer Experience
Excerpted from Kirk Weisler, author of “The Dog Poop Initiative.” Below is a personal experience that he encountered last year after 10pm … at a deserted Car Rental Terminal in Phoenix, AZ. Present were 3 Hertzful Agents and me the soon to be Hertzing Gold Customer. OW! That Hertz! Sparing you most of the tragically familiar play by play ...
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9 June 2010 at 21 : 38 PM
Introducing the G&A Partners blog
For most who work in a professional workplace environment, 'human resources' means the department upstairs that handles hiring, firing, benefits and 401(k)s. But the broader definition of human resources, much closer to the true meaning of the two words, is simple: human resources are the people who comprise the workforce in an organization. The common idea ...
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