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Handling Complaints – A Competitive Advantage

Handling Complaints – A Competitive Advantage

Several times over the last couple of days I have heard grumbling from people frustrated because they have dealt with companies that have not handled complaints well.  What they were most frustrated about is they have literally gotten nothing back after expressing...

You Can Be Right OR You Can Have Results

The radio announcer on my local station was discussing a story that caught my attention. It was about a woman who was out entertaining clients at a restaurant and at the end of the night she tipped the waiter $175 instead of the $75 she had intended to. She realized...

The Complaint Results Accelerator

The Complaint Results Accelerator is an exercise to help separate out the emotion from the complaint and “mine it” for the message being communicated. It is also particularly useful when deliberating a customer’s complaint with your team – removes blame to open up a...

Module Five Audio

. The Complaint Results Accelerator is an exercise to help separate out the emotion from the complaint and “mine it” for the message being communicated. It is also particularly useful when deliberating a customer’s complaint with your team – removes blame to open up a...