by adminpars | May 10, 2012 | Customer Service
It’s a fact of business: No matter how well you do your job, now and again a customer is going to be unhappy. Here are some tips for effective complaint resolution: Skip the excuses. It’s easy to fall into a pattern of trying to explain away problems. An...
by adminpars | Apr 4, 2012 | Customer Service
1. They want to interact with someone who smiles. 2. They want to work with someone who looks professional and is well groomed. 3. They want immediate attention. 4. They want you to make eye contact with them. 5. They want, if you use their name, to spell or pronounce...
by adminpars | Feb 27, 2012 | Uncategorized
Chip Lackey of J.D. Power and Associates says too few consumers are receiving some sort of follow-up after their insurance claim and vehicle repair. Based on J.D. Power’s 2011 survey of nearly 12,000 Americans who had placed an auto insurance claim within the...
by adminpars | Feb 21, 2012 | Uncategorized
Apologize. Let them know that you’re sorry they’re unhappy. Remain positive. Don’t argue with them or sound defensive. Empathize with them. Let them know you understand how they feel. Listen. Don’t interrupt. Give them a chance to tell you...
by adminpars | Feb 14, 2012 | News
Chip Lackey, a senior director within J.D. Power and Associates’ insurance practice, says too few consumers are getting proactive updates while their vehicles are being repaired, or follow-up after the claim. Based on J.D. Powers 2011 survey of nearly 12,000...
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