How to deal with customer problems and complaints? - shavaugn's blog

03/03/2011

How to deal with customer problems and complaints?

how to deal with customer complaints and problems?

1) Have a good attitude about complaints. Ok, so none of us actually like to listen to complaints. However, complaints are a way to learn how to improve your business.

3) Listen. Customers want to be heard and understood.

4) Apologize for the problem. It doesn't matter that the customer may, in fact, have been wrong.

5) Try to fix the problem or make it up to your customer in some way.

6) Give them something to show your appreciation. It doesn't have to be much. Coupons are a good idea.

7) Keep records of complaints. This will allow you to analyze what is going wrong and make changes.

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3 Mar 2011 10:04:54

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How to measure customer satisfaction! <p>Measuring Customer Satisfaction<br />There are several ways to gather input from customers. The simplest way to find out how customers feel and what they want is to ask them. If you have only 20 customers, you can talk to each one personally. The advantage of this approach is that you'll get a personal "feel" for each customer. The disadvantage is that you'll gather different information from each customer depending on how the conversation goes.<br /><br />Customer surveys with standardized survey questions insure that you will collect the same information from everyone. Remember that few of your customers will be interested in "filling out a questionnaire". It's work for them without much reward. By launching a customer survey as an attempt to find out "how we can serve you better" -- your customers will feel less put upon.<br /><br />Here are a few of the possible dimensions you could measure:<br /><br />quality of service<br />speed of service<br />pricing<br />complaints or problems<br />trust in your employees<br />the closeness of the relationship with contacts in your firm<br />types of other services needed<br />your positioning in clients' minds<br />Focus Groups<br />Focus groups are good ways to get informal input from a group of customers or prospects. You bring in 5-10 customers or prospects and ask them questions or have them react to material. You can pay a professional facilitator and videotape the whole session, or just lead an informal discussion yourself. In either case, you have a chance to gather ideas about customer needs, reactions to your company, suggestions for new services, and so forth. In addition to individual responses, you get ideas that develop as the group reacts to each other's responses.</p> <p>3.1<br /><br /></p>

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why it's important to improve your product for business? <p><strong>Our ability to meet customer demand for our products depends, in part, on our ability to deliver the products our customers want on a timely basis. Accordingly, we must continually improve the management of our supply chain by synchronizing the entire supply chain, from sourcing through manufacturing, distribution and fulfilment. As we continue to grow our business, acquire new OEM customers and strengthen relationships with existing OEM customers, the efficiency of our supply chain will become increasingly important because OEMs tend to have specific requirements for particular products, and specific time-frames in which they require delivery of these products. We have previously experienced challenges related to the logistics of delivering our products across a diverse set of customers and geographies on a timely basis. In addition, upon consummation of our proposed joint venture with ATIC, we will need to revise our processes upon transitioning to manufacturing at a foundry. If we fail to continue to improve the efficiency of our supply chain our business could be materially adversely affected. </strong></p> <p> </p> <p><strong>3.3</strong></p>

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Account Deleted: Very good points

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