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Turning complaints into compliments

Posted on Nov 23, 2015 by CFL Financial

Employees frequently concentrate on the positive side of their conversations with customers, and often fear management disapproval if a complaint comes to light. This can often hinder what otherwise might have been healthy and useful criticism.

Complaints can show a business what needs to be changed, so owners should work hard at generating honest feedback from their customers, be it positive or negative.

One way to solicit feedback is by simply asking customers to provide it. An example would be sending a personal letter to customers that includes a questionnaire, or invites them to call if they have any complaints or problems.

If a customer complaint concerns a specific employee, it is often best to speak directly to him or her about the problem, and try to determine what can be done to rectify it.

Generally, complaints are best handled by the people that can do the most about them, which is usually the person in charge of the particular area. A complaint about the business’s telephone system should go to the business administrator while the personnel manager would handle a complaint about a secretary’s rudeness. However, customers can complain to any member of staff, so handling them should be everyone’s responsibility.

If a business decides upon this approach, adequate employee training is critical. Employees must be made to feel that they play an important part in customer service, and it is the responsibility of management to encourage this company ethos.

Business should present customer service training to employees in a way that puts them at their ease. Let them know that it is healthy criticism, which should not be taken too seriously. Do not blame or praise, because this could lead to resentment or low morale. Feedback should always be presented in the context of, ‘How could we do this differently?’

Businesses may start to see improvement in a very short time, but this process can take as long as a year. Training your staff to look at customers more closely is an easy and effective way to measure customer satisfaction on a daily basis.

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Retirement-in style

Retire in style checklist™

There are a few reasons why Business Owners need a Retire In Style Checklist

If you’re a successful and Motivated business owner, and want to set yourself up for retirement, this guide would be perfect for you. My clients who follow these 3 simple steps live with comfort, security and the peace of mind that financial success brings.

Retirement-prosperity-thumbnail

The Retirement Prosperity Guide™

Make sure you don’t miss out on the Retirement Prosperity Guide

If you’re a busy Professional and you feel like you’re not building your wealth fast enough and you want smarter ways to utilise your cash flow, this guide is perfect for you. Clients who have used our strategies have the peace-of-mind knowing they have a ‘game plan’ for financial abundance.

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Phone: 07 3328 8988
Fax: 07 3328 8999

Office Location:
Level 9, 360 Queen Street
Brisbane
QLD 4000

Postal Address:
GPO Box 2468,
Brisbane,
QLD, 4001

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