By John Tschohl In the customer service industry, we cannot avoid complaints. Complaints happen every day and when a customer complains it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation – a product, service, or maybe a combination of the two. We […]
Reading your customers often feels like a magic trick – What do they want? What are they thinking? Are they happy or angry or sad? – and how they’re feeling can make the difference between a sale or a confrontation, especially if the customer feels like his or her needs are not met. There are […]
It is typical that most companies want to create a customer service experience that doesn’t give their customers anything to complain about. Well, it’s not a matter of if the customer will ever have a complaint. It’s when the customer will complain. Furthermore, the concept of complaint avoidance isn’t about trying to be perfect and never having a customer […]