Complaints

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Shared by: Ian
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10/31/2007
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“Contexts”

Why do people do things differently in different environments?

Imagine you are doing a presentation on „bubble-gum pop‟ to some music industry chiefs. How do you behave? Now imagine you‟re doing the same presentation to educate some “Gangsta-Rap” stars/ How do you behave now? Why? What ideas come to mind when presenting information to these people, or doctors, lawyers, even nursery school teachers. Can these ideas borne from a different context benefit the way you are doing your work now? How? You have a „report‟ to be completed by next Friday. Imagine today is next Thursday and the job still isn‟t done. How do you feel? Stressed out? Good, keep imagining this scenario because that „report‟ must be done by „tomorrow‟. This will help you to get the work done now and a little quicker at that leaving you to chill out for the rest of the week in „real time‟.



Customer Services

A Complaint Is An Opportunity

A customer complaint is an opportunity to do a number of things. 1. It gives us the chance to examine and adjust the customer service system on delivery, packaging, people, training or whatever is appropriate. If the customers has complained, could it be that other customers have had the same problems or bad experience and have chosen not to complain. A complaint is an opportunity to sell additional products and services. Perhaps the initial sale didn‟t meet the customers real wants and needs. Now there is a second chance. An opportunity to increase prices in some situations. For example, a better or extended service would ultimately cost the customer more money. Once the better offer is explained clearly, most customers are happy to pay a little more to get a better quality of product or service unattainable elsewhere.



2.



3.



When a customer complains and that complaint is handled effectively and the customer is satisfied. Then that customer is far more likely to be a customer for a long time compared to a customer who doesn‟t complain at all. So it makes good sense to encourage customer to complain, suggest or comment on the management and customer that you are giving them.




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