How to Overcome Customer Complaints?

Easy steps that you can follow when things are not in accordance with the plan.

Fifteen years ago I was complaining to a leading Italian restaurant in Minneapolis. I still remember how bad the employee response to my complaint. In fact, I use it on customer service seminars. This shows the strength we have to give to customers to get the experience unforgettable.

Here are some rules that I teach at the seminar to help deal with customer complaints. If you and your staff follow these rules, you can change the customer is not happy to be a loyal customer to your business.

1. Listening.

Give your full attention. Do not do anything else. Do not 'half-listening'. Write down what they say to you and get things specific. Make sure you understand it. Just focus on them.

2. Let them talk.

Do not interrupt. Do not explain, defend themselves, or to judge. They do not care about their problems and do not want your version of the story. They were angry and wanted to vent, so let it be.

3. Request sincerely forgive.

It's hard to do especially if you are not causing the problem. If in this situation you ask forgive me, you will not be blamed for causing the problem. You ask forgive me, because customers experience an unpleasant thing. Put yourself in their position. Be sincere.

4. Ask them how you can fix it. And do more.

Too many employees are not responded to either complaint or generic, stock response, such as spending money to pay bills. But the risk is to make the customer more upset if it was not what they want. In fact, you may make other people be offended by offering discounts.

A better way is to ask what they want. You are being genuine and polite. Many people who do not want a lot of things. Usually they just want to, for example, if they ask for free food, your response might be "Mr.. Smith, tonight you would have dinner at home. But I want to buy you dinner and spend some time if you join us. Are you objections? "

5. To convince them you'll fix the problem.

Because you have listened to and understand their complaints, you understand why they are so upset. Take the next step and convince them that you will take precautions in order not to happen again. If not, why they should come back again? (However, you also need to fix the problem.)

6. Grateful to them.

Without direct feedback from customers, we do not know what we can give to customers. When they say that they failed to give us valuable information of how we can improve our business. They tell us what needs to be done so that customers come back again. So, thank for their assistance. Very rare to find customers willing to spend time and effort to give feedback. Grateful to them will make them will always come back to you.

If your employees handle every customer complaint using these steps, it would be many customers who come back to you. You will have a healthier business because of the improved situation. Loyal customers are the foundation of a healthy business and long-lasting.

Author: Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty.

Source: http://www.StirtzGroup.com.

Translated by: Iin - Tim Pengusahamuslim.com

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Bagaimana Mengatasi Keluhan Pelanggan?

Langkah mudah yang bisa Anda ikuti ketika hal–hal tidak sesuai dengan rencana.

Lima belas tahun yang lalu saya ada keluhan pada sebuah restoran Italia terkemuka di Minneapolis. Saya masih ingat betapa buruknya respon karyawan terhadap keluhan saya. Nyatanya, saya menggunakannya pada seminar layanan pelanggan. Hal ini menunjukkan kekuatan yang harus kita berikan pada pelanggan untuk mendapatkan pengalaman yang tidak terlupakan.

Berikut adalah beberapa aturan yang saya ajarkan di seminar untuk membantu menangani keluhan pelanggan. Jika Anda dan staf Anda mengikuti aturan ini, Anda bisa mengubah pelanggan yang tidak happy menjadi pelanggan yang loyal pada bisnis Anda.

1. Mendengarkan dengan baik.

Berikan perhatian Anda secara penuh. Jangan mengerjakan hal lain. Jangan 'separo mendengarkan'. Tuliskan apa yang mereka katakan pada Anda dan dapatkan hal-hal yang spesifik. Pastikan Anda memahaminya. Hanya fokus pada mereka.

2. Biarkan mereka berbicara.

Jangan menyela. Jangan menjelaskan, mempertahankan diri, atau memberikan penilaian. Mereka tidak peduli dengan terjadi masalah dan mereka tidak menginginkan cerita versi Anda. Mereka marah dan ingin melampiaskannya, jadi biarkan demikian.

3. Meminta ma'af dengan tulus.

Ini sulit dilakukan terlebih jika Anda bukan yang menyebabkan masalah. Jika dalam situasi ini Anda meminta ma'af, Anda tidak dipersalahkan karena telah menyebabkan masalah. Anda meminta ma'af karena pelanggan mengalami hal yang tidak menyenangkan. Posisikan diri Anda pada posisi mereka. Bersikap tulus.

4. Tanyakan pada mereka bagaimana Anda bisa memperbaikinya. Dan lakukan dengan lebih.

Terlalu banyak karyawan yang tidak menangapi baik keluhan atau generik, stok respon, seperti mengeluarkan uang untuk membayar tagihan. Tapi resiko tersebut membuat pelanggan lebih kesal jika itu bukan yang mereka inginkan. Nyatanya, mungkin Anda membuat orang lain tersinggung dengan menawarkan diskon.

Cara yang lebih baik adalah menanyakan apa yang mereka inginkan. Anda bersikap genuine dan sopan. Banyak orang yang tidak menginginkan banyak hal. Biasanya mereka hanya ingin, misalnya, jika mereka minta makanan gratis, respon Anda bisa jadi "Tn. Smith, tentu malam ini Anda makan malam di rumah. Tapi saya ingin mentraktir Anda dan keluarkan makan malam jika suatu saat Anda bergabung dengan kami. Apakah Anda keberatan?"

5. Meyakinkan mereka Anda akan memperbaiki masalah.

Karena Anda sudah mendengarkan dan memahami keluhan mereka, Anda mengerti mengapa mereka begitu kesal. Ambil langkah berikutnya dan yakinkan mereka bahwa Anda akan mengambil tindakan pencegahan agar tidak terulang kembali. Jika tidak, mengapa mereka harus kembali lagi? (Namun, Anda juga harus memperbaiki masalah tersebut.)

6. Berterima kasih pada mereka.

Tanpa feedback langsung dari pelanggan, kita tidak tahu apa yang bisa kita berikan pada pelanggan. Saat mereka mengatakan bahwa kita gagal mereka memberikan informasi yang berharga bagaimana kita bisa meningkatkan bisnis kita. Mereka mengatakan pada kita apa yang perlu dilakukan agar pelanggan kembali lagi. Jadi, berterimakasihlah atas bantuan mereka. Sangat jarang menemukan pelanggan yang bersedia meluangkan waktu dan upayanya untuk memberikan feedback. Berterima kasih pada mereka akan membuat mereka akan selalu kembali pada Anda.

Jika karyawan Anda menangani setiap keluhan pelanggan dengan menggunakan langkah-langkah ini, akan lebih banyak pelanggan yang kembali pada Anda. Anda akan memiliki bisnis yang lebih sehat karena keadaannya yang membaik. Pelanggan yang loyal adalah dasar dari usaha yang sehat dan bertahan lama.

Penulis: Kevin Stirtz membantu perusahaan meningkatkan pendapatan dan profit dengan meningkatkan loyalitas pelanggan.

Sumber: http://www.StirtzGroup.com.

Diterjemahkan oleh: Iin – Tim Pengusahamuslim.com

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Here's How Bad Guy 'Peeping' ATM Card

Wednesday, 20/01/2010 14:30 WIB

Wicak Hidayat - detikinet

Jakarta - skimming mode is often used by perpetrators of crimes in breaking the bank customer's ATM card given. This mode is allegedly committed by a group of cyber criminals in Bali that eventually led to hundreds of millions of money gone BCA customers.

Mode is alleged to have existed since the early days of ATM cards became popular. Although the method in the past may be relatively modest compared with current methods.

Skimming can occur because of information stored magnetically on the ATM card. This information is hijacked by a special device and then copied to the card 'bulging'.

Perpetrators also need to know Personal Identification Number (PIN) to the victim could use the fake cards. The most 'easy' to obtain your PIN is by peering over the shoulder of the customers when transacting or using the camera recorder.

Here is some information about skimming detikINET collected from several sources, Wednesday (20/1/2010):

* Skimming can be done by installing additional equipment (electronic data capture) in the 'mouth' ATM machines.
* The device will transmit data wirelessly to the perpetrator or store data on some storage media.
* In the U.S., even skimming is done by installing a fake ATM machine.
* Principals also 'complete' mode with a camera or other recording devices to obtain customer identification number.
* Usually actors skimming devices installed on the late night and / or in quiet location
* Usually installed skimming only for a while (few hours)
* Skimming can also be done outside the ATM, for example through the elements in place of shopping or restaurants.


How to avoid skimming?

* Recognize the ATM machine used properly.
* If possible, use ATMs in the same location as often as possible so it will look if there is a change.
* Note if there is something strange about the ATM machine such as scratches, stains, tape, glue and former matters more suspicious.
* If you find a change or anomaly in the ATM, report it to the Bank and the delay / do not do the transaction.
* Strive to access ATM's in bank or in a crowded location and light to minimize the risk.
* To use an ATM card outside (the place of shopping or restaurants) always look at what the officer on the card and ask if there is a strange behavior.
* If you used when shopping, the card should only digesekkan on the official machine and cash register, ask the clerk if swiping the card to another device (especially if equipment is somewhere hidden behind the counter).

* Sources http://www.detikinet.com/

additional ATM machine mouth when inserting a different color between the edge and the center should move ATM card.