Regular readers may recall that I often contribute content to Carol Roth’s popular e-publications. She’s a nationally known PR and Entrepreneurship expert, speaker and author … and, apparently, a fan of my writing. She ran my most recent item in her ‘Small Business Tips for Dealing with Customer Complaints’ blog. This is the seventh time I’ve appeared in her blogs in the last three years. Read on …
Customer Complaints
Dealing with Angry Customers
How do you deal with angry customers? First, have a well-defined policy in place that senior management participated in creating and signed off on. Second, make sure that everyone who touches customers understands, embraces and follows consistently. Third, periodic re-training or review can be helpful.
Dealing with Angry Customers
Of utmost importance is having a well-defined policy in place that senior management participated in creating and signed off on and that everyone who touches customers understands, embraces and follows consistently. Periodic re-training or review can be helpful. Components of that policy should include: