Archive for June, 2016

Supporting Your Customer Service Reps

June 23rd, 2016
Steven Howard

Treat Your Customer Service Reps Like A First-Class Team As customers feel it is their right to have 24×7 customer service availability for more and more product categories and industries, the role of the customer service representative takes on even greater importance. I wonder, though, based on my experience of dealing with customer service reps, how many companies ever sit down and explain in detail product specifications, the rules and regulations of contests …

6 Types of Customer Complaints

June 21st, 2016
Steven Howard

Customer Complaints Are Good. Here’s How To Handle Them. As we all know, customer complaints will happen. While elimination of customer complaints may be a desired state, in truth this is nothing other than an illusionary goal. And besides, the true goal should be the elimination of errors, mistakes, and other factors that cause customer dissatisfaction. If you eliminate customer complaints, without eradicating the errors producing the displeasure and discontent for your customers, …

Make It Easy for Customers to Complain

June 9th, 2016
Steven Howard

You Can Only Fix Those Customer Problems You Hear About Two of the key points from the prior Powerful Marketing Memo titled Customer Complaints Are Good are: 1) complaints will happen because mistakes will happen, and 2) customers who complain are customers who care. Therefore, knowing that you are going to get complaints and knowing that such complaints are good for you, it makes sense to have a complaint management strategy in place …

Customer Complaints Are Good

June 7th, 2016
Steven Howard

Customers Who Complain Are Customers Who Care As sure as there are customers for your product, you can be guaranteed that there will be complaints about your products and services. Why? Is it impossible for an organization to deliver 100% customer satisfaction and 100% fault-free products and services all the time?  In a simple word: yes. I have yet to come across an organization that doesn’t make the occasional mistake, or the employee …

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