Customer Service
It is very expensive to build customer loyalty, but
even more expensive to
repair it after a problem.
Retailers are learning once again to talk and listen to
customers in order to find out about their needs and establish a rapport.
It is essential for employee to keep their self-control
when they handle
complaints.
The danger facing companies which fail to meet adequate standards
of services is that they will lose customer first, and then their reputation.
It is a good policy for a company to offer to replace a product if
it is faulty, or to give customers their money back.
Clear and fast communication helps to reassure airline passengers who are
worried about delays.
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Customer Complaints
If you are unhappy about product or service, don’t hesitate:
get straight to the point
and tell them what is wrong.
I saw exactly the same camera as the one I bought for half
the price. It is horrible, I have been ripped off again!
The sales manager was very helpful and asked a lot of
question. I could see she was determined to get to the bottom of the problem.
Only two of five tellers were working, there were lots of
people in the queue and when my turn came the guy put up a sign saying “Closed
for lunch”. That was the
last straw!
The sales assistants and the manager were blaming each other
for the error, trying to
pass the buck. - shift the responsibility to something or someone
I meant to pay our utility bills last week, but I am afraid
it completely slipped my
mind. - forget
I was just enquiring about the flash memory card and they thought
I was complaining about the laptop. We were really talking at cross purpose.
the last straw:
to be the last in a sequence of unpleasant things
to be the last tolerable thing after which something cannot be accepted
Source: theidioms.com
to be the last in a sequence of unpleasant things
to be the last tolerable thing after which something cannot be accepted
Source: theidioms.com
**
the last straw:
to be the last in a sequence of unpleasant things
to be the last tolerable thing after which something cannot
be accepted
**
Book - BE 4 Unit 10 :
Customer Satisfaction
When you handle
complaints, it is important to be diplomatic.
You can establish
a rapport with a customer if you know about their buying habits.
A
money-back guarantee… if not completely satisfied is often a minimum
expectation these days.
Companies which do not meet their standards of service will lose customers.
Giving
refunds… promptly and without fuss to dissatisfied customers is one
indicator of high-quality customer service.
When a company is at
fault, a one-off goodwill payment/
guarantee is a useful way to retain customer loyalty.
Financial
compensation for poor customer service is not the only way to meet
customer expectation.
Pass the buck = avoid responsibility
Get to the bottom of the problem = find the real cause of
something
The last straw = the last in a series of irritating events
Slip my mind = forget
to do something
Ripped off = paid far too much for something
Talk at cross purposes = misunderstand what someone else is
referring to
Go the extra mile = try harder in order to achieve something
The helpline person was very good and spent time with me.
She started at the beginning in order to get the bottom of the problem and find a solution.
He is the person responsible. He shouldn’t try to pass the buck and blame
others for his mistakes.
Several customers have complained about our service
contract. They say they are paying far too much and feel they have been ripped off.
I meant to send him a brochure, but we were very busy. I got
distracted and it slipped
my mind.
They wanted to place a larger order. I thought they wanted a
bigger discount. We were talking
at cross purposes.
They ignored my complaints, but what made me really angry
was when they refused to refund my money. Really, it was the last straw.
She was extremely helpful and was prepared to go extra mile to solve
the problem, so I will definitely use the company again.
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