Category: Consumer Feedback

My Client Gave Me 3 Levels of WOW Customer Service!

Last Friday I had the great pleasure of delivering 2 half-day workshops to a wonderful new client, Silverstein Properties. Silverstein Properties is a full-service real estate development, investment, and management firm based in New York. […]

Is it possible? AT&T drops lower in customer satisfaction survey

It’s a bit of a surprise. AT&T has dropped below Sprint in consumer ratings, at least according to the American Customer Satisfaction Index, as reported by the Associated Press. I think AT&T needs to call me. […]

4 Better Ways to Handle Consumer Complaints

Woman working in a call centre, looking to camera, close-up

If you WOW a customer at the Moment of Truth, the average customer will walk away and tell 5 people about the experience.

If you fail to meet the customer’s expectations at the Moment of Truth, customers are very likely to tell 11 people about the problem they had with your company.

If you drop the ball with customers at the Moment of Truth but rebound with a quick customer recovery, research shows that the customer will tell up to 17 people about your service recovery.

Did you get that? Customers will tell 5 people if you WOW them, BUT if there’s a problem and you quickly fix it, they will tell more than 3 times as many people as they would if no problem had occurred at all.

One of the fastest and easiest ways to grow your bottom line is to equip your front-line employees with skills to respond to complaints and problems in such a way that they completely regain goodwill and restore the customer’s confidence.

Read on to find out exactly how to do this.