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

pengusahamuslim.com web resources

Customer Money disappearance Identity Theft2

* Beware of "pharming". This latest version of online ID theft, viruses or other harmful program that planted secretly on your computer and your web browser hijack. When you type the address of a legitimate Web site, you will be directed to a fake copy of the site without realizing it. Any personal information you provide on the fake site, such as passwords or account numbers, can be stolen and used.

* Do not enter your personal information in a pop-up screen. Sometimes phishers will direct you to a company's original site, organization, or a bank, but then came the pop-up screen with a blank box requesting your personal information. If you are in complete, your information will be sent to the phishers . Companies, agencies and organizations are not legally ask for personal information via pop-up screen. Install pop-up software to help prevent this type of phishing attack.

* Protect your computer with spam filters, anti-virus and anti-spyware software, and firewalls, and an up-to-date. The spam filter can help reduce the number of phishing emails you. Anti-virus software, which scans incoming messages to a file, and anti-spyware sotfware, the search for programs already installed on your computer and track online activities without your knowledge, can protect you against phishing, pharming and other techniques. Firewalls prevent hackers and unauthorized communications into your computer - especially if you have a broadband connection to the internet, because your computer is open to the Internet, each time turned on. Find a program that automatically updates and patches for free from the manufacturer to fix newly discovered problems.

* Open the email attachment that is you expect and you know it. Although the message like they come from people you know, they can be from scammers and contain programs that will steal your personal information.

* Phishing can also happen by phone. You can get a call from someone who comes from a company or government agency, who filed false claims and asking for your personal information.

* If someone to contact you and you said to be a victim of fraud, verify the identity of the person before you provide personal information. Credit card issuer and a legitimate company, to contact you if there is an unusual pattern indicating that someone else may be using one of your accounts. But usually they only ask if you made a particular transaction, they did not ask for your account number or other personal information. Agencies of law enforcement may also contact you if you become a victim of fraud. I'll be safe, ask the name of the person, body or company name, phone number, and address of the person. Get the main number from the phone book, Internet, or other infromasi, make sure that the person is from the institution / company that legitimate / genuine.

* Job seekers should also be careful. Some phishing targets listed on search sites. They pretend to be asked for your social security number and other personal information. Follow the advice above and verify the identity of the person before providing any personal information.

* Be suspicious if someone suddenly becomes your contact list and ask for your personal information. But if you are contacted and requested your personal information, this is a warning sign that something is "phishy." Agency law and the legitimate companies do not operate that way.

* Immediately take action if you are already connected by phishers. If you have to give account numbers, PINs, or passwords to phishers, tell your problems related to the company immediately.

* Report phishing, although you are a victim or not. tell the company or entity that has been copied phishers. You also can report the problem to law enforcement officers. The information you provide to help stop identity theft.

BS
source: web tempointeraktif.com/hg/it/2010/01/20/brk .20100120 to 220,297, id.html

Customer Money disappearance Identity Theft

Wednesday, January 20, 2010 | 13:44 pm

TEMPO Interactive, Jakarta - The case of the disappearance of the money number of customers several banks, the BCA, BNI, Bank Permata, occurred in Bali. Police have not found indications of involvement of people in the banks concerned in the case.

In this case there is the possibility of identity theft for customers, since this case using the transfer system in automatic teller machines (ATMs). In addition to the ATM identity theft, identity theft can also be done by way of phishing (deception).

Most people probably have heard about phishing (deception). In the dictionary Wikipedia, phishing explained:

In computers, deception (phishing) is a form of fraud which is characterized by attempts to obtain sensitive information, such as ID cards or driver's license ID card, your financial ID (accounts, credit cards, PIN numbers), user names, passwords, and other personal information confidential.

In electronic communications, which is commonly used to lure victims phishing, among other popular sites (YouTube, Facebook, MySpace, Windows Live Messenger), auction site (eBay), online banking (Wells Fargo, Bank of America, Chase), a payment online ( PayPal), or IT Administrators (Yahoo, ISPs, corporate), and others.


Most common techniques used by perpetrators of phishing are as follows:

* By e-mail or instant messages, which lead users to believe the validity of email or web site. In order to look convincing, the perpetrators often use company logos or trademarks of formal institutions, such as bank or credit card issuer. Forgery is done to lure the victim handed over personal data, like passwords, PIN or credit card numbers.

* Create a fake website identical to the official site, or the perpetrators phishing email containing a link to a fake site.

* Create a hyperlink to a fake website or provide a form attached to the e-mail that is sent.


How do we avoid it?

* At Facebook, or IM, there is usually a message from a contact list that contains the URL with the words "Check this out". Do not you click on the url that will bring you to submit your identity without your players aware of phishing.

* Do not believe every warning you read, especially the pop-up warning that appears when you're browsing the Internet. Companies are not good to use pop-up ads to display false warnings about your computer. Just ignore them.

* Do not click all the buttons in the pop-ups, like the "Close (Cover)" or "No (No)", or the "Close (Cover)" which may appear in the upper right corner of the pop-up. If you do this, a virus or other malicious software may be installed on your computer. To close the pop-up ads with the safer, press Ctrl + W (if you're using Windows) or Command + W (on Macs). You may receive an email claiming to come from a computer expert, who warned you about a virus. This generally is a sham. Do not follow the steps described in any email unless you are sure that the threat is very real.

* Yahoo! Lottery does not exist. Do not be fooled by people claiming to be from Yahoo! and offering cash prizes. Yahoo will never send you information about a contest you never follow. If you receive a message like "Final Notification: Yahoo Mail Winner! (Last Notification: Winner of Yahoo Mail!)" Or "Your Email Address Has Won $ XX million (Your Email Address Have Won $ XX million)" is a fraud. Do not reply to this email, do not click any links in it, and never reveal any personal information. However, click the "Spam".

* Use a browser that provides web filtering service / website or giving false web reports / forgery sites, such topics.

* Make sure the site is asking for our data is a trusted site by looking at the address bar where we used to write the site address that we want to visit. If you are listed there is the correct website address so you can then enter the data yourself.

* Observe the usual perwajahan sites we visit. If there are things that are different from usual, you better write back the site address in question, because phishing negligence often utilize internet users.

* Be careful with phishing emails, the most common form of phishing emails is validated by retailers, banks, organizations, or government agencies. Sender to ask for "confirmation" of your personal information for several reasons illusory, for instance about your account will be closed, so that something that has been placed in your name or your information has been lost because of computer problems. Another tactic is used, they say the department is well-known companies and ask you to verify the information because they suspect you may be a victim of identity theft! In some cases, phishing perpetrators claimed from the lottery commission agencies and request your banking information to be included in their accounts.

* Do not click on links in emails that request your personal information. Phishing perpetrator uses these links to lure people directly to a website that looks like really from the company website, organization or entity which they imitate. If you follow the instructions and enter your personal information on the Web site, you will submit directly into the hands of identity thieves. To determine whether a message really from the company or agency, direct calls or go to his web site of the original (using a search engine to find it).

source: web tempointeraktif.com/hg/it/2010/01/20/brk .20100120 to 220,297, id.html