How to Keep Customers Coming Back After Any Service Mishap

Don’t handle another complaint or speak to a demanding, irate or unreasonable customer until you know…

The 10 Golden Rules for Complaint Resolution

If you’re looking for the most effective and fastest way to equip your employees with skills to turn complaining customers into loyal customers…and you’re tired of giving in to demanding customers, then listen up.

Most people don’t realize that responding to complaints and questions is one of the most effective ways to add net profit to the bottom line. Effective complaint handling:

• Decreases acquisition costs

• Increases sales

• generates positive word-of-mouth advertising

• Reduces future problem occurrence

The truth is, dollar for dollar, nothing gives you a better return on investment than effective complaint response and handling.

It helps you retain more customers. It reduces damaging negative word-of-mouth advertising. It helps you correct customer-impacting problems at the root. It’s the most powerful and least expensive customer retention strategy you have.

Most companies DO NOT provide training to equip their employees to resolve complaints effectively. I think we assume that our people will naturally know how to respond to problems and deal with difficult customers, but that is not usually the case.

Dealing with angry customers, negotiating win win solutions, and regaining customer goodwill takes skill and practice and this goes far beyond basic customer service training.

If you want to help your company retain more customers and recover more business accounts, your employees must be able to more than simply provide answers and solutions to common problems. They will need to learn and master specific problem solving, negotiation, and human relations skills so that they are equipped to protect both loyalty and profits in every problem situation.

The 10 Golden Rules for Complaint Resolution sets a new standard for customer recovery. It goes beyond the basics of complaint resolution and shows you how to:

• Establish rapport and create trust with customers who are on the brink of defection
  Completely restore customer confidence and regain goodwill through the complaint resolution process

• Communicate with more diplomacy and tact with difficult customers.

• Resolve problems without giving the store away

• Negotiate win win resolutions

• Recover business accounts

I was very pleased with the way a complaint was presented to us as an opportunity to do a better job. I have used your ideas in several letters and conversations I have had with customers. They really sound as though they do not believe their ears. They also tend to become VERY agreeable and easy to talk to since their perception is changed from "I don't matter" to "Man, I really have a lot of pull at my bank." They tend to feel important and their attitude turns around 180 degrees.

Stacy Hopkins, Manager
Arvest Bank Tulsa

If you have ever just paid a customer off to resolve the problem…

If you find that too many calls are being escalated to supervisors…

If you spend too much time on the phone with difficult customers…

If you resolve complaints but aren’t sure customers are coming back…

If you’re tired of getting verbally abused by demanding, irate, and unreasonable customers…

Do yourself a favor and learn the 10 Golden Rules for Complaint Resolution before handling another complaint…and then teach them to every employee in your company that interfaces with your customers.

A few days ago I had a conference call with one of my clients, Vistakon, a division of Johnson & Johnson and they explained that as a direct result of the 10 Golden Rules they are better able to control conversations, deal with difficult customers, and ensure customer satisfaction after service mishaps.

You can begin to respond to complaints and difficult customers with more ease by ordering your copy of the How to Keep Customers Coming Back After Any Service Mishap training system.

The training system includes trainer’s notes (with a step-by-step for even the novice trainer), a PowerPoint slide presentation on CD (that can be easily adapted for overhead transparencies), take-away laminated wallet cards, and downloadable participant workbooks.

When I deliver this course onsite to organizations the cost is $5,000 per day, plus my travel expenses. The cost of this Trainer’s Facilitator Kit is $799 but as part of an Internet Marketing test and until the deadline of October 30, 2004, it is just $599.

Order by October 30th and I’ll include FREE Beyond WOW: The Service Leadership Approach to Exceptional Service (a $29.95 value). ALSO, order today and you'll get two phone consultations with me to develop and customize the training for your company. One before you start. and one after you get through the course to map out the implementation plan. I'll be your personal coach to Turning Complaints Into Profits.

And just to “Sweeten the Pot” when you order by October 30th, I’ll throw in these FREE bonuses:

FREE – How to Resolve Complaints Without Giving the Store Away Ebook

FREE- How to Write Response Letters That Bring Customers Back Ebook

FREE – The Customer Service Manager’s Tool-Kit Ebook

FREE – Customer Win Back Strategies EBook

You’ll get your FREE bonuses if you purchase now.

The bottom line

It all adds up to this:

• A Facilitator’s Guide chock-full of reference materials for a dynamic training

• An unlimited number of downloadable participant workbooks

• A PowerPoint slide presentation

• At a cost that won’t bust your training budget

The Trainer's Facilitator Kit is for you if:

• You oversee Customer Care, Consumer Affairs, or Customer Service and you want to position your employees to more effectively respond to complaints in such a way that retains more customers. Order now!

• You want to offer professional development training to your team but don't have the funds to bring in a professional trainer. Order now!

• You are a corporate trainer who wants to deliver a proven complaint handling training to your group. Why create a seminar from scratch when you can use a completely developed and proven curriculum that has a national reputation? Order now!

• You are a Consumer Affairs Department and the employees with the critical responsibility of responding to complaints have had no formal complaint resolution training. Using this kit you can design and deliver a measurably effective training that inspires a real appreciation for feedback, builds a sense of pride in consumer affairs work, delivers proven tactics for dealing with difficult customers, and positions your employees to respond to complaints with diplomacy and confidence. Order now!

• Your employees “give the store away” when faced with demanding customers or negotiation ploys. The strategies in this kit can equip your employees with skills to make good business-sense decisions and consistently settle complaints in a manner that balances the interests of both your customer and your company. Order now!

• You have no “soft skills” training in your Agent New Hire program. You'll get everything you need to deliver measurably effective training that equips your Agents with skills to build, restore, and strengthen customer relationships for as little as $10 per agent. Order now!

• You are losing more customers to the competition than you can afford to lose. We believe we can conceptualize and implement a customer recovery strategy that will immediately 
  result in a net profit increase of at least 25%. Order now!

• Your employees have challenges dealing with demanding, irate, or unreasonable customers. This will be a thing of the past once you deliver our proven tips, tactics, and techniques for diffusing anger, communicating with diplomacy and tact, and call control. Order now!

• Your employees are resolving customers’ problems and complaints, yet a large percentage of seemingly satisfied complainants don’t make future purchases. We believe you can introduce a company-wide complaint response strategy that completely restores customer confidence in your brand and results in a 95% retention rate among complainants by using our training. Order now!

   

   

Complaint Resolution Strategies: How to Keep Customers Coming Back After Any Service Mishap

How to Keep Customers Coming Back After Any Service Mishap introduces a practical, easy-to-implement strategy for frontline customer service improvement through more effective complaint resolution skills. When fully implemented, this service strategy will position Customer Service Representatives to completely restore customer confidence in the company and regain goodwill after service failures.

Outcomes
Attending this course will help organizations achieve the following results:

• Create superior customer value, resulting in a profitable base of loyal customers

• Increase customer retention by more frequently and effectively restoring customer confidence in the company after service failures occur

• Increase employee initiative and sense of responsibility to ensure that customer expectations are exceeded

Objectives
Employees participating in this program will learn to:

• Create a more positive impression for organizations by communicating more effectively on the telephone

• Make every customer feel taken care of

• Communicate with more confidence, diplomacy, and tact in problem situations and with difficult customers

• Deal more effectively with demanding, irate, or unreasonable customers

• Restore customer confidence in organizations after any service failure

• Maintain and even strengthen customer loyalty in the wake of problem situations

Components

• Facilitator’s materials

  • Fully scripted seminar

  • Instructional method overview

  • PowerPoint® slide presentation on disk (can easily be turned into overheads if you're using an overhead projector)

  • Supplemental worksheets

  • Golden Rules deck of cards (3)

• Participant workbook on disk (print as many as you need for training sessions)

• Certificate for free consultation with Myra Golden - Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it!

• Certificate for a free webinar (on any topic hosted by Myra Golden)

Facilitator Kit Description

The How to Keep Customers Coming Back After Any Service Mishap Facilitator’s Kit is a comprehensive facilitator guide consisting of two sections. The first section provides on overview of the Myra Golden Seminars’ training method that has been highly acclaimed for delivering immediately applicable and measurably effective training sessions that bring about significant behavioral change. Using this approach, participants are thoroughly engaged, assume accountability for their own learning and application, and retain what they learn. Facilitators will learn techniques for engaging participants throughout the seminar, strategies for developing effective openings, creative ways to review and reinforce content, and a formula for closings that motivates audiences to take action.

The second section is a facilitator’s guide that provides a fully scripted seminar. The facilitator’s guide includes notes for skill-building exercises designed to increase retention and help participants build a plan to adopt and apply their new skills.

The training program is presented in four modules. The estimated delivery time of the seminar is 8.0 hours. The delivery time can be shortened or lengthened based on the use of optional exercises, group participation, and the classroom control skills of the trainer.

Module 1: Terrific Telephone Techniques
This module introduces and reinforces the crucial skills that form the foundation for delivering exceptional customer service on the telephone. Participants learn to project a professional image over the telephone, make callers feel taken care of, make calls more productive with call control techniques, and discover common telephone mistakes and how to avoid them.

Module 2: The Bottom Line Value of Complaints
The second module builds an indisputable case for the bottom line value of customer feedback. The impact of word-of-mouth advertising on a company’s reputation is explored as well as strategic ways customer feedback can be used.

Module 3: The Golden Rules for Complaint Resolution
The second module positions Customer Service Professionals to completely restore customer confidence in the company and regain goodwill after any service failure. Customer Service Professionals learn to communicate with diplomacy and tact, respond to difficult customers with more ease and confidence, and discover the highly effective 10 Golden Rules for Complaint Resolution.

Module 4: Dealing with Difficult Customers
The last module presents tips, tactics, and techniques for creating calm, defusing anger, and reaching win-win resolutions with the most difficult of customers. Participants learn to deal with demanding, irate, or unreasonable customers with more confidence and ease as well as calming strategies such as pacing customers and responding with a sense of urgency.