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They can affect the firm's reputation and drives customers away. Problems should be solved with the minimum collateral damages.
you may lose customer, and may also lose other customers
REMEMBER!!!!!
Customers never wait for a complaint too long.
They could approach your competitor with the same complain.
Your competitor could provide special service to your customer.
In order to make customer think about switching the supplier/service provider.
The rule that I've gone by is: angry customer one will tell at3 others in great detail of their mishandled complaint (and generally add a few details that were not part of the original problem), each of these3 will tell their version to3 others about what poor job the company did and on it goes taking a life on its own. I've had customers tell me that they heard about the problem2nd or3rd hand and they not knowing I was the Manager of Customer. I just agree with them that it was poorly handled and some needs to be done about it, training opportunity on a specific topic. The guilty party will generally "out themselves" in private to me to give their side of the issue. I tell them "do not let the customer leave without talking to a supervisor or me.
What is the Purpose of our business, every business needs good customers without loosing them. Remember It is very hard to retain a customer with us, if a customer gone then that much business we loose,
A customer is the most important visitor on our business premises, He is not depend on us, we are depend on him. He is not an interruption on work, actually he is the purpose of it. He is not an outsider to our business whereas he is a part of it. We are not doing favour by serving him, He is doing us a favour by giving us the opportunity to do it.
so love the customers and make them a part of us.
customer will be not happy with our service
Angry, unsatisfied customer can destroy a company's reputation very quickly, because there's is no more powerful weapon a word of mouth. A customer should get a feeling that a company's representative goes an extra mile for him even if the problem/complaint is beforehand unsolvable.
sorry,we will lose the customer
Any company process should consider TAT or cycle time for complaint solved to keep Company and Cal center Credibility up and to avoid end user feedbacks from service and call center.
Give an example! Too long to resolve a Costumer Problem is coming from the I do not care attitude. I am sorry to be straight forward.
1. Lose the customer
2. The lost customer would bad mouth the company
3.The buzz created by the lost customer would lead to losing more customers
4. Company's image would be affected
5. Decrease in profitability
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