To appease dissatisfied customers, managers generally rely heavily on refunds and exchanges - to their own peril! While providing a refund or exchange may fix the problem, it does nothing to fix the relationship. Exchanges and money back guarantees don't fix relationships - people do. That means employees need to express empathy about the customer's frustration, sincerely apologize and then offer something (in addition to the exchange or refund) to compensate the customer for their inconvenience. That way you turn an upset customer into an advocate.
Today's Chuckle:
You must pay for your sins. If you have already paid, disregard this notice.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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