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	<title>Customer Satisfaction and Reputation Management &#187; Problem Prevention</title>
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	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
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		<title>Customer Satisfaction tips from &#8216;The Speed of Trust&#8217;</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tips-from-the-speed-of-trust/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tips-from-the-speed-of-trust/#comments</comments>
		<pubDate>Thu, 06 Oct 2011 13:00:06 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[City of Mississauga]]></category>
		<category><![CDATA[clarify expectations]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Conflict of Interest]]></category>
		<category><![CDATA[Covey]]></category>
		<category><![CDATA[customer expectations]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[Hazel McCallion]]></category>
		<category><![CDATA[Patronage]]></category>
		<category><![CDATA[right wrongs]]></category>
		<category><![CDATA[Stephen]]></category>
		<category><![CDATA[Stephen Covey]]></category>
		<category><![CDATA[Stephen M. R. Covey]]></category>
		<category><![CDATA[The Speed of Trust]]></category>
		<category><![CDATA[tips]]></category>
		<category><![CDATA[transparency]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5016</guid>
		<description><![CDATA[Trust is one of the many factors that relate to customer satisfaction. When a customer does business with your organization, they have trusted you enough to do business with you. But trust can be broken in many ways, covered by The Speed of Trust by Stephen M. R. Covey. Three key behaviors from this book that  customer satisfaction professionals need to promote in their organizations are transparency, clarify expectations and right wrongs. A story of  a major caught in a 'real and apparent conflict of interest' is an example of these principles.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How to handle a negative online review</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/how-to-handle-a-negative-online-review/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/how-to-handle-a-negative-online-review/#comments</comments>
		<pubDate>Mon, 29 Aug 2011 13:00:38 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Feedback to Customers]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Complaint Sites]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[Fix Customer Problems]]></category>
		<category><![CDATA[Google Maps]]></category>
		<category><![CDATA[negative review]]></category>
		<category><![CDATA[negative reviews]]></category>
		<category><![CDATA[Reachcast]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Yelp]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4788</guid>
		<description><![CDATA[Here's an interesting video produced by Reachcast on how to handle customers who have posted a negative review online at sites like Yelp, Google maps, and other review sites. 
Three major topics are discussed: 1. The Preparation before your respond, 2. The response itself, 3. Monitor and Follow up after the Response. A fourth step missing from the video is suggested.]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Beyond Customer Support: How to handle professional services or training issues</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-service-customer-satisfaction/beyond-customer-support-how-to-handle-professional-services-or-training-issues/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-service-customer-satisfaction/beyond-customer-support-how-to-handle-professional-services-or-training-issues/#comments</comments>
		<pubDate>Tue, 05 Jul 2011 13:00:25 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[education]]></category>
		<category><![CDATA[FAQ]]></category>
		<category><![CDATA[how to install]]></category>
		<category><![CDATA[how to use]]></category>
		<category><![CDATA[new features]]></category>
		<category><![CDATA[new product feature]]></category>
		<category><![CDATA[training]]></category>
		<category><![CDATA[working as designed]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4500</guid>
		<description><![CDATA[In the Software business at IBM, some customers would expect Support to handle every issue they had, especially when they were paying for a support contract. Sometimes, the customer's support request went beyond normal 'Defect' or 'How To' support. Customers wanted the product to have features that were not available in the product or needed training to use the product effectively.]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Customer Satisfaction Tip: Keep customers informed of changes</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tip-keep-customers-informed-of-changes/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tip-keep-customers-informed-of-changes/#comments</comments>
		<pubDate>Thu, 12 May 2011 13:00:25 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Feedback to Customers]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[actions]]></category>
		<category><![CDATA[change management]]></category>
		<category><![CDATA[changes]]></category>
		<category><![CDATA[client]]></category>
		<category><![CDATA[clients]]></category>
		<category><![CDATA[communication]]></category>
		<category><![CDATA[communication channels]]></category>
		<category><![CDATA[consumer]]></category>
		<category><![CDATA[consumers]]></category>
		<category><![CDATA[customer]]></category>
		<category><![CDATA[customers]]></category>
		<category><![CDATA[impact]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4194</guid>
		<description><![CDATA[Many organizations plan conversions or modifications that affect them internally and may make changes relevant to their customers. It should be obvious. When an organization makes a change that affects customers, the business should communicate with them about it. Be sure when creating a plan to modify some aspect of your organization, that you consider the customer's perspective. Planning how the customer perceives the change will impact customer satisfaction with your products and services.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Satisfying customers: How you deal with a Disaster</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/satisfying-customers-how-you-deal-with-a-disaster/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/satisfying-customers-how-you-deal-with-a-disaster/#comments</comments>
		<pubDate>Thu, 03 Mar 2011 14:00:31 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[channel pro]]></category>
		<category><![CDATA[channel pro magazine]]></category>
		<category><![CDATA[dealing with disasters]]></category>
		<category><![CDATA[disaster handling]]></category>
		<category><![CDATA[disaster planning]]></category>
		<category><![CDATA[disaster recovery]]></category>
		<category><![CDATA[satisfying customers]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=3703</guid>
		<description><![CDATA[I was recently interviewed for an article in ChannelPro Magazine for an article called 'Dealing with Disaster'. Channel Pro is dedicated to serving the business partner community ( VARs, integrators, custom system builders and Managed Service Providers serving the IT needs of Small and Medium Business. The article focuses on the need for channel partners to have a plan in place to deal with disasters of any kind and the steps to follow.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction: How to Set up a Notification System</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-how-to-set-up-a-notification-system/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-how-to-set-up-a-notification-system/#comments</comments>
		<pubDate>Thu, 11 Nov 2010 14:00:55 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[alert customers]]></category>
		<category><![CDATA[BP]]></category>
		<category><![CDATA[how to]]></category>
		<category><![CDATA[how to set up a notification system]]></category>
		<category><![CDATA[notification system]]></category>
		<category><![CDATA[notify customers]]></category>
		<category><![CDATA[oil spill]]></category>
		<category><![CDATA[prevent known problems]]></category>
		<category><![CDATA[prevent problems]]></category>
		<category><![CDATA[recall]]></category>
		<category><![CDATA[steps]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=3034</guid>
		<description><![CDATA[One of the best practices to maintain high levels of Customer Satisfaction is to prevent known problems. This post is the sequel to a prior post called Customer Satisfaction Tip: Notification of Known Problems. The earlier post dealt with why alerting customers to known problems was important and what some key elements of a notification system might be. This post covers the 5 steps needed to set up an Notification system.]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Customer Satisfaction Tip: Notification of Known Problems</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tip-notification-of-known-problems/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tip-notification-of-known-problems/#comments</comments>
		<pubDate>Mon, 08 Nov 2010 14:00:27 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Hints, Tips and Secrets]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[alert]]></category>
		<category><![CDATA[alert about issues]]></category>
		<category><![CDATA[known problems]]></category>
		<category><![CDATA[notification]]></category>
		<category><![CDATA[prevent known problems]]></category>
		<category><![CDATA[prevent problems]]></category>
		<category><![CDATA[recall]]></category>
		<category><![CDATA[resolve problems]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=3014</guid>
		<description><![CDATA[One of the best practices for Customer Satisfaction is to prevent known problems. One technique to help with this objective is to create systems to notify customers of issues that might affect them, that are affecting them or that they should be aware of. This post covers why is it important to set up a notification system and what constitutes a notification system.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How to handle customer satisfaction issues &#8211; Public Forums</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/how-to-handle-customer-satisfaction-issues-public-forums/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/how-to-handle-customer-satisfaction-issues-public-forums/#comments</comments>
		<pubDate>Thu, 01 Apr 2010 18:36:07 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Feedback to Customers]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[consumer]]></category>
		<category><![CDATA[transit riders]]></category>
		<category><![CDATA[transit workers]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=1678</guid>
		<description><![CDATA[Faced with rider discontent, the Toronto Transit Commission and the local Union representing Transit workers have announced 3 public Meetings called 'Let's Talk - TTC Riders and Workers' so each side can air their issues and be heard. For those unable to attend the meetings in person, they will be broadcast over a local TV station and on the union's website. Public Forums are a new technique emerging where public institutions and users can engage to understand each others perspective and try to resolve customer satisfaction issues..]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction Survey Data: Predicting the Trend?</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-survey-data-predicting-the-trend/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-survey-data-predicting-the-trend/#comments</comments>
		<pubDate>Sun, 14 Mar 2010 04:56:11 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[Sentiment Analysis]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Blogs]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[customer surveys]]></category>
		<category><![CDATA[predictor metrics]]></category>
		<category><![CDATA[prevention programs]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=1516</guid>
		<description><![CDATA[Most Organizations measure customer satisfaction with surveys. They can be tracked, and measured and compared year over year, month over month, quarter over quarter. But what techniques are available to raise early warning flags? Three types of measurements can help: Predictor Metrics, Prevention Programs and Social media / Blogs / Complaint Sites. ]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Dissatisfied Customers drop retailers after negative experiences.</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/dissatisfied-customers-drop-retailers-after-negative-experiences/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/dissatisfied-customers-drop-retailers-after-negative-experiences/#comments</comments>
		<pubDate>Fri, 03 Jul 2009 17:08:40 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Needs]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Employee Productivity]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[Root Cause Analysis]]></category>
		<category><![CDATA[consumer]]></category>
		<category><![CDATA[disgruntled customer]]></category>
		<category><![CDATA[dissatisfied customer]]></category>
		<category><![CDATA[Fix Customer Problems]]></category>
		<category><![CDATA[IBM Study]]></category>
		<category><![CDATA[loyalty]]></category>
		<category><![CDATA[Retailer]]></category>
		<category><![CDATA[small business]]></category>
		<category><![CDATA[What's causing these problems]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=25</guid>
		<description><![CDATA[A study by IBM®  Institute  of Business Value of 30,000 US consumers in September and November 2008  revealed that, on average, consumers will drop allegiance to retailers after an average of 3.1 negative experiences.  To promote customer satisafaction, eight key areas that affect the customer experiences are covered in this article.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/dissatisfied-customers-drop-retailers-after-negative-experiences/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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