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Upon returning from a business trip, a hotel employee who participated in one of my workshops, walked up to me and exclaimed, “It worked !!”. Not being completely sure what he meant, I asked. He told me that he successfully applied the techniques that he learned about turning furious customers into raving fans.
I was happy that he courageously used the knowledge he gleaned from my training session and joined him in the celebration. Something as simple as acknowledging the problem and taking ownership can quell a potentially volatile situation.
Large and small businesses share this problem. In many cases, not enough money is budgeted to train how to successfully solve “outraged customer” complaints. That said, organizations, especially small businesses, experience stunted growth or actually go out of business due to customer attrition and the loss of key employees.
Take charge of the situation by: (more…)