Manage My Employees

How to Avoid Losing Customers When Someone Drops The Ball

PDF download 12 pgs.  $17.00

No organization can afford to lose a valued customer, especially today. Much of the problem could be averted if there was a stronger pro customer-mindset and better preparations for employees who deal with customer complaints or dissatisfaction. In this e-Book you’ll learn the inside secrets to developing tremendous service, and recovering from customer mistakes so that customers keep coming back.

Special Note Regarding This Mini-Book: I reveal for the very first time, outside of my keynote speaking and high-end consulting with companies like Dunkin’ Donuts, ServiceMASTER and Jiffy Lube to name just a few, my best service insights and tips derived from over 10,000 private customer evaluations and surveys. I also encourage you to get my best seller “Wooing Customers Back” – it is written especially for front-line employees and managers.

What You Will Learn or Gain:

1. 8 Keys to Solving Customer Complaints Successfully and Retaining Your Customer’s Business After A Mistake or Unfortunate Experience – learn a ‘proven’ step-by-step action plan that any employee can follow for resolving customer dissatisfaction, quickly and caringly. Keep from losing your customer’s business to a competitor with these ideas.
2. How to Resolve Customer Dissatisfaction When You Must Do It In An Email or A Letter – a written apology can be tricky and you don’t want your people saying something you’ll regret later. Learn little-known tips that will take all the guesswork out of knowing what to say.
3. Ways to Apologize That Come Across Sincere and Caring – discover over 40 effective phrases that any employee can immediately use whenever they have a touchy customer situation and an apology is just the response needed.
4. 20 Dumb Things Employees Should Never Say When They are Approached By a Dissatisfied or Angry Customer – in the heat of the battle, an employee may say something they actually shouldn’t, or they can come across too bluntly or seem irritated with the customer when they aren’t.  Knowing what ‘not’ to say can be as important as knowing how to respond. (Taken from actual customer evaluations and mystery shopping, you won’t believe what some employees have actually said to their customers!)

Excerpt from page 5…

• First things first.  State your apology in the beginning: “We are deeply sorry for… it was our fault and…”

• No Excuses.  Do not place blame or make excuses, own up to it and tell them you’d like another chance to earn their business back. “We know we let you down, your business is very important to us and we want to keep you as a valued customer, please give us another chance to prove we can fully meet your expectations.”

• Assurance. Explain to your customer how you’re taking steps to prevent this from happening in the future. Assure them that they will see a difference in performance or behavior—and then…

“I personally guarantee your satisfaction. If you use the ideas I offer and you still don’t see any results or benefit after 45 days, I’ll refund your money immediately.”
~ Mark Holmes