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Customer Service Leads to Customer Loyalty
All customers want and expect superior customer service, and it is all too important that we give it to them. Otherwise, our competition will.
Your customer doesn’t want to be treated like another statistic along an assembly line. They want to...
Have You Hugged a Customer Today?
Copyright 2005 Kathy Gulrich It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said. Boy, was I mistaken.... As it turns out, I seldom use my scanner for slides. And no...
How To Ruin Good Customer Relations...In Two Easy Steps.
This article may be freely used in ezines, on websites or in e-books, as long as the by-line is left intact. Notification of publication would be greatly appreciated, and if possible, a copy of the relevant ezine or newsletter. Please send...
Loyal Customers Take Commitment
In today’s competitive world of retail, many stores are implementing external marketing programs designed to attract new business. Unfortunately, the cost can be very high with little return on investment. What is often lost in the mix is the fact...
Winning Customer Experiences
What can you do to make sure your customers keep coming back.
Much research has been done to find out what makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If...
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The Types of Complaining Customers
You can't please everyone, though as a business your main
purpose is to please as many customers as possible so that they
keep returning. When customers are dissatisfied with the service
you are providing they will be one of three kinds of
complainers: aggressive, passive or constructive.
Aggressive complainers are most difficult to please and are
often more concerned with displaying their emotion than actually
achieving a solution. Aggressive customers will often shout,
jump to conclusions, and can make unreasonable demands or make
threats. Aggressive complainers can be intimidating but should
be handled in a calm manner unless the employee feels threatened
in which case calling for help may be necessary.
Passive complainers are the most lethal to a businesses success,
as they will complain to everyone but the actual business. Since
the business is left unaware of their error they cannot correct
it and the only thing a passive complainer succeeds in doing is
depriving the company of potential business.
Constructive complainers are most beneficial to a business since
they address their
problem to the business in a calm rational
manner. Constructive complainers allow a company to see and
understand a problem, which allows them to then repair it.
Constructive complainers tend to receive beneficial solutions to
their problems and the business also benefits from knowing the
error of their ways.
Whatever type of complainer they may be, it is important to deal
with all complaints with the utmost care after all, the customer
is essential to a businesses livelihood. Being an empathetic
listener is a key part of understanding and helping you customer
achieve the results they desire. If dealt with effectively both
parties should part feeling satisfied with the solution.
About the author:
Dermot Fitzpatrick is the owner of Fitz Solutions Inc. a
software development company that creates powerful, affordable
easy to use software tools for the construction industry. These
include estimating,
project management
and job costing .
http://www.quickestimator.com
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Help | IndyStar.com |
Customer Service • Terms of Service • Send feedback about IndyStar.com • Subscribe Now • Jobs with us. Use of this site signifies your agreement to the ... |
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