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.

Customer service representatives, complaint managers and senior executives are often confronted by irate customers. When the interaction is in person or over the phone, there are techniques to calm the customer and get to the heart of the matter. Here are 7 steps I used at IBM when I handled critical customer complaints.

There is really no GOOD way to say you are sorry but there are many terrible ways. Read the 4 step process and the 5 soft skills that will help front line customer service employees and senior management when they need to apologize.

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