Wednesday, December 30, 2009

Benefits of satisfying customer complaints

How many of us HATE and would rather kill ourselves than call Maxis?
Goverment Office?

We've only hear the horror stories and though we have not called them, it mortifies us to do so..and why?

When we made bookings to watch Avatar last weekend, the booking girl made reservations for 9.15pm when infact it was for 6.00pm

DH was already holding his breath.

As an CS Consultant (with 1 US Financial Giant & 1 US Global Technology Company) who has served Australia New Zealand, Pacific Island...lets say APAC on the whole and internationally, read Ron Kaufman like the back of her hand, holds one cert for employee of the Month in Nov 2008 after returning from 2 month after her maternity leave for getting 6 compliments in a MONTH and HR had ask if I could take 5 months sabatical leave instead (maybe because they needed people like me) when I call it quits - can you imagine the MONSTROSITY of "lecturing" the counter rep was going to get from me with of course the casual hands flying in the air?????



She said - RM36 only. We've not charged the booking fee since we notice the mistake.

She even allocated us Booking Seats.

Me = silent, then smile. But did make a statement to ensure that si polan who took my reservation got it right the next time, coz she was lucky it wasnt a full house.

Then I came across another blogger's incident. Poor thing.

I would do the same if its bad service. Read here

And by reading this saved me hundreds for not ordering

People in the service line have to be extra on their toes now because of the internet.
One of the single most important aspects of a successful business is good customer service. Waller cited recent findings in customer service. A typical business only hears from 4 percent of its dissatisfied customers. The other 96 percent quietly go away. Of this 96 percent, 68 percent never reveal their dissatisfaction because they perceive an attitude of indifference in the owner, manager or employee.
....this statistic is particularly dangerous for businesses because if a dissatisfied customer can’t express their complaints to a business, they’ll express them through other outlets such as friends, neighbors and family. A typical dissatisfied customer will tell eight to ten people about their problem. One in five will tell 20. “It takes 12 positive service incidents to make up for one negative incident,” Waller said. “Seven out of ten complaining customers will do business with you again if you resolve the complaint in their favor. If you resolve it on the spot, 95 percent will do business with you again.”

Hear that - "If you resolve it on the spot, 95 percent will do business with you again"

The blogger said

"Atleast what the so called Boss could do, maybe compensate us like 10% discount ke, sedap sikit hati kalau kena dok luar pun. 10% bukan byk pun, we would definitely spend about RM300 to RM400 there; so dlm RM30-RM40 je...Tp tak buat pun mcm tu...he rather tengok kita pulang kehampaan..."

But what happend next is I think uncalled for. The owner's daughter lashes out at the blogger in a very unprofessional matter so to speak - even if its her own personal blog, it still reflects what she as the business owner feels about her customer.

Many times businesses find themselves locked in an argument with a complaining customer that becomes impossible to resolve. Waller said the way to prevent this is to avoid the argument in the first place. His advice is to step back, analyze where the customer is coming from, and form a solution from their standpoint, not yours.

If I did not order delivery that may have worth nearly RM100 on the basis of a STRANGER's opinion, I'm sure I won't patron the restaurant after they aired that nasty posting about another patron complaint on the internet. Who knows if I go there, she might write about the way I behaved as a customer for all Googlesphere to see!

Its just totally uncalled for.

Damaged has been done. A 50% compensation was given later but then she lashed out because the blogger has made her complaints online for the whole world to see. She got personal.

Customers will do business with people they like. Employees gain this approval by establishing rapport, or a positive connection, with a customer. Rapport can be established by simple gestures such as calling a customer by their name, recognizing mutual interests, asking questions, and making eye contact. The customer instantly recognizes the employee as someone who cares about their well-being, and is more likely to do business with the company.
“Won’t you spend more money to go to a car dealership where you’ve been treated well?” Waller asked. “Develop a genuine interest in and admiration for your customers.” So what happens when an employee doesn’t establish rapport? The customer automatically meets that employee with more suspicion, which leads to distrust, which leads to potential conflict.

And NO I dont know the blogger personally.

I made this posting on my own accord - its a simple lesson in customers service and how as a customer you must know your rights.

besides..customers are always right.

Quotes in this posting are from here

And here's what Ron Kaufman would say

And why it benefits to satisfying customer complaints

as usual, no answer haiz...

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