-
What
exactly is customer recovery?
-
What
do complaining customers expect from companies?
-
What
percentage of complaining customers are likely to
continue doing business with a company?
-
How
do you keep employees from giving the store away when
resolving problems?
-
Is
it a good idea to strive to reduce or eliminate customer
complaints?
-
What
is the goal of complaint resolution? Is it to solve the
problem, keep the customer, or solve the problem without
giving away too much money?
-
Is
it ever a good move to simply give in to the customer in
explosive problem situations?
-
How
would you recommend a customer service representative
handle the phone call where a customer is demanding to
speak to the CEO? We both know the customer isn’t
going to speak to the CEO in most cases, but how should
this be handled?
-
Is
it ever ok to simply say “no” to a customer?
-
Can
you give us a tip for dealing with demanding, irate, or
unreasonable customers?
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Do
most companies out there offer training to help
employees learn to handle complaints and deal with
difficult customers?
-
Is
there specialized training available to help companies
position employees to resolve complaints in such a way
that they not only solve the problem, but they
completely restore customer confidence in the company?
-
At
what point do you and your services become valuable to
companies?
