Mar. 04, 2008
By Kevin Stirtz, Stirtz Group LLC
Fifteen years ago I had a complaint at a very well known Italian restaurant in Minneapolis. I still remember how badly the employee responded to my concern. In fact, I’ve used it in my customer service seminars. It shows the power we all have to give our customers a memorable experience.
Here are some rules I teach in my seminars to help people handle customer complaints. If you and your staff follow these rules you can turn unhappy customers into loyal cheerleaders for your business.
1. Listen completely
Give them your complete attention. Don’t multi-task. Don’t “half-listen”. Write down what they are telling you and get specifics from them. Then confirm that you understand. Focus only on them.
Read rest of the article here http://www.customerthink.com/blog/how_handle_customer_complaints
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