Comments on: Top Tips For Handling Difficult Customers http://www.liverpoolchamberblog.org/2007/04/16/top-tips-for-handling-difficult-customers/ The Liverpool Chamber of Commerce and Industry Mon, 15 Mar 2010 05:54:00 +0000 http://wordpress.org/?v=2.7.1 hourly 1 By: John Drysdale http://www.liverpoolchamberblog.org/2007/04/16/top-tips-for-handling-difficult-customers/comment-page-1/#comment-1028 John Drysdale Thu, 19 Apr 2007 08:38:35 +0000 http://liverpoolchamber.wordpress.com/2007/04/16/top-tips-for-handling-difficult-customers/#comment-1028 Good tips. Can I just add that the mistake many people make is to move quickly to FACTS without dealing with FEELINGS first. This is crucial to the whole process and if FEELINGS aren't managed early then the whole thing gets out of control. Stats show that dealing with complaints effectively increases customer loyalty and they will be more loyal than those who have no cause to complain (!). My newsletter deals with this and if anyone wants to know "How to turn Complaints into Compliments"; drop me a line: john.drysdale@noguru.net We will also be running workshops on this topic very soon. Good tips.

Can I just add that the mistake many people make is to move quickly to FACTS without dealing with FEELINGS first. This is crucial to the whole process and if FEELINGS aren’t managed early then the whole thing gets out of control. Stats show that dealing with complaints effectively increases customer loyalty and they will be more loyal than those who have no cause to complain (!).

My newsletter deals with this and if anyone wants to know “How to turn Complaints into Compliments”; drop me a line:
john.drysdale@noguru.net

We will also be running workshops on this topic very soon.

]]> By: Christopher Johnson - Automotive Sales Manager - RS Clare & Co. Ltd. http://www.liverpoolchamberblog.org/2007/04/16/top-tips-for-handling-difficult-customers/comment-page-1/#comment-1027 Christopher Johnson - Automotive Sales Manager - RS Clare & Co. Ltd. Tue, 17 Apr 2007 14:03:07 +0000 http://liverpoolchamber.wordpress.com/2007/04/16/top-tips-for-handling-difficult-customers/#comment-1027 Full agreement with all the above. In addition, make sure you know the full name of the person complaining and call them by their title and surname, Mr. Jones, Mrs Smith etc. This too builds the relationship and shows respect. If it is necessary to telephone back, ensure you take the telephone number down and read it back to the complainant, then say when you will phone - be precise. "OK Mr. Jones, I will telephone you back at 10:40" (much better than in about an hour). Then make sure you call back at precisely this time, even if you only have half the answer. Full agreement with all the above. In addition, make sure you know the full name of the person complaining and call them by their title and surname, Mr. Jones, Mrs Smith etc. This too builds the relationship and shows respect.

If it is necessary to telephone back, ensure you take the telephone number down and read it back to the complainant, then say when you will phone - be precise. “OK Mr. Jones, I will telephone you back at 10:40″ (much better than in about an hour). Then make sure you call back at precisely this time, even if you only have half the answer.

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