Customer Service Training TIps

Dismiss a Customer – Gain a Lawsuit

lawyer“Our site managers are hurting us more than helping us when they put-off resolving customer complaints.” This was a client, a senior operations manager, I interviewed for a seminar I was doing for his managers. As an example he explained, “If a customer bangs their knee on our job site, we need the local site superintendent to immediately offer to reimburse for rehab expenses. If we force customers to contact head office, they are just as apt to contact a lawyer. And with our insurance deductible being 25k, we ALWAYS pay more by delaying than we would have by just resolving the complaint immediately.” I’ve found with other clients this same strategy applies to the likelihood of customers posting negative comments online. When we train frontline employees how to resolve customer concerns instantly, they not only strengthen customer loyalty; they also improve their company’s rankings on customer review websites.

 

Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

Today’s chuckle:

I eat my tacos over a tortilla. That way when stuff falls out, BOOM, another taco.

Like to forward or reprint this tip?

We have some options to make this easier for you. Click here for a printer-friendly  CDrom with all Jeff’s tips.  Click here for  Jeff’s book with 101 top tips.  If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so  providing  you include the bio and contact information after each tip or article.   Please also email a link to any tips or articles that you post on-line to info@jeffmowatt.com.

Copyright © JC Mowatt Seminars Inc.   All rights reserved.

Like to forward or reprint this tip?

Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates

REDUCE CUSTOMER CONFLICTS

Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.

Please enter a valid email address.
Something went wrong. Please check your entries and try again.