Janene Forlong - Chapter 5 summary:

Managing Complaints Better, Better Bottom Line

Do difficult and demanding customers matter? Yes they do?

Can difficult situations cause damage to the company if they are not well managed? Yes they can? Because the answer to both these questions is ‘yes’ it is important to look into how a company can best equip their employees to turn around potentially detrimental situations.

Every company wants to maintain a healthy relationship with all their customers but when the odd one is rather tricky it takes more effort. We need to understand who our customers are and that there is always more to them than meets the eye. We have no idea what the customer has experienced prior to meeting with us and their difficult behaviour will most probably have nothing to do with us at all.

When we remember that we are representing our company and that the negative interaction is not personal it is easier to focus on meeting the customers need in an exceptional manner and winning their favour.

It is effortless to provide exceptional customer service to an easy customer, but when you provide that same level of experience to someone who makes the whole interaction so much more difficult, that is an achievement!

Employers can have an entire team of high achievers succeeding on a daily basis, and it will appear no different when they professionally handle the most demanding of situations with ease.

Can even the shy or gentlest of your employees learn these skills? Yes they can, it is all about having the right tools in the tool box to better manage customer complaints.

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