The Complaint-O-Meter

In a past life, a former colleague of mine taught our company the concept of the Complaint-O-Meter for handling guest complaints.

Top Customer Service Speaker Says: Beware of Aversive Conditioning in Customer Service!

One of the subliminal techniques sellers use to hoodwink customers into buying more expensive products and accepting second-class treatment is the use of subtle aversive conditioning, says Dr. Gary S. Goodman, President of Customersatisfaction.com, top speaker, best-selling author, and Fortune 1000 consultant. If you've ever left a transaction feeling compromised, slighted, or even moderately insulted or unappreciated, you may have been a victim of this tactic, says this popular radio and TV commentator and author of MONITORING, MEASURING & MANAGING CUSTOMER SERVICE, published by Jossey-Bass/John Wiley.

Follow Up Tips for Computer Services Part 2

Follow up is a critical component of your marketing system. Here are some more tips for creative follow up.

Complaints + Compliments = Good Communication

Some companies track a monthly 'complaints and compliments ratio' for each branch, store, department, country or station. This approach has a fundamental flaw. Here's why: A complaints and compliments ratio encourages staff to actively avoid or suppress written complaints from customers. After all, every written complaint will impact the ratio to their disadvantage.

Computer Service Contracts - Moving From Customer to Client

Computer service contracts are the butter of a computer services business. Your ultimate goal is to get as many people as you can on a computer service contract.

For Just 30 Cents of Salad

Full-bodied communication with customers leads to understanding and delight. By contrast, sparse or misleading communication leads only to distress.

In Your Best Interest

Customers may become confused or frustrated by your policies and procedures. This is especially common in large organizations. But it’s not productive to blame your customers or your colleagues – that only makes things worse. What is effective is to resolve the situation permanently by improving the clarity and consistency of your communications.

Are You Pulling in the Same Direction?

Your service reputation is built, or destroyed, in every moment of customer contact. If your marketing, delivery or service partners are weak, your reputation is at risk. If one department is out of touch, your service image takes the hit. Can you afford to partner with people who do not protect your reputation? Can you allow one department to sabotage your commitment to quality and customer care?

Customer Recovery First, System Recovery Second!

When something goes wrong for your customer, you may know right away what needs to be done. But before you fix or change the system, set your precious customer at ease. Remember, there is a personal side to every breakdown. It's the side your customer feels first.

An Upgrade is Usually Worse, At First

If you are upgrading or changing your service in ways that affect your customers, send them advance warning and acknowledge openly what everyone already knows: things go wrong, upgrades take time, it takes effort to locate and iron out the wrinkles.

Don’t Let Your Systems Drive Your Customers Crazy!

Customers are often frustrated by standardized and inflexible policies. This may cause your customers to fume in frustration, but the rest of your staff and system may quietly conspire to silence the voice of complaining customers. You have to make an effort to really listen.

Take the Extra Step, Enjoy the Extra Business

Coffee company ‘********’ and Singapore bank ‘***’ are both very big in their markets. They are major players with many customers, huge budgets and profits (for now). But big bureaucracies can quickly become impersonal and remote. Staff can become more interested in doing things easily for themselves and pleasing their bosses, than serving their customers with a smile. Meanwhile, smaller players who want more market share, greater customer loyalty and positive word of mouth can teach their staff to be pleasant, helpful, motivated and appreciative toward those who really count – the customers.

Find and Do Your Own Thing

What is 'your thing'? Is it the personal note you attach to outgoing documents? Is it the enthusiastic tone in your voice on the phone? Is it your pride in teaching customers or colleagues something new? Is it as simple as the colorful clothes you wear, the magazine and newspaper articles you share with others, or your passion for indoor plants that makes the whole office come alive?

To Build Your Business, Appreciate the Customers You Already Have

Picking up new business is important, but it can cost a lot in advertising, special discounts, promotions and new customer orientation. Increasing your business with existing customers magnifies the loyalty of those you already have, and substantially boosts your profits.