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Top Business News |
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Creative Thinking & Problem Solving- Lafarge (28-29/7/2010) |
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Creative Thinking & Problem Solving (26-27/7/2010) |
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Logistics & Supply Chain Management-Etisalat (12-14/7/2010) |
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| How to Handle Customer Complaints Effectively | |
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Listen carefully to what the customer has to say: it is not good enough that you actually listen to the complaint but you have to show the customer that you are listening.
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Don't take the complaint PERSONALLY: the customer is not angry at you, he is angry at the situation.
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Rather than acting defensively, show the customer that you UNDERSTAND his/ her problem and that he/ she has the right to complain.
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Assigning blame does not help the customer: it is not the question of WHOSE FAULT it is.
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Choose your questions carefully: ask the questions that give you PRECISE IDEA of what the problem really is.
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Offer the customer ALTERNATIVES to solve his/ her problem and let him / her choose provided that it is on terms which your company can handle.
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Take PERSONAL RESPONSIBILITY of following up on the problem until it is solved.
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