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5 Ways to Handle Complaining Customers When They’re Wrong

Customer complaints, handling customer complaintsLet’s face it, when it comes to dealing with clients, we all know that customer is king. However, that doesn’t mean that we should compromise when they’re wrong. We should be reasonable in complying with their demands and at the same time, be able to provide them with service and information that is useful to them.

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Customer Complaints Make or Break Your Online Business Reputation

If you’ve got customer complaints, sing “Hallelujah!” because they are telling you how to fix your business model.  The way you handle them will determine in large part your business reputation, and with online chatter harder to control than at any time in human history, your success starts with your customer complaint response.

As my business expands I am re-engaging e-commerce, at least my miniscule version of it, by selling my tapes (now downloads) and books on my website along with standard services to help small businesses.  Years ago this process was more complex, and involved setting up what’s called a merchant account, and to do this you need information from the bank; basic stuff—routing numbers, federal taxpayer ID number, et al.  This is where today’s little tale of woe begins.  Read More…

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How to Recover When You Drop the Customer Service Ball: Service Recovery Practices that Work

If you’re like me, you make a study out of the customer service you receive on a daily basis.  You study it, analyze what’s happening, and try and learn from the good, and especially the bad.  You see, poor service allows us to say to ourselves, “Wow!  I’ll never do that with my business.”  The best part is that some of the time, that statement turns out to be true.  Your recovery from bad customer service escapades is a cornerstone of your online Business Reputation Management.  What about customer service recovery procedures? Read More…

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The Fire Your Customers Myth: How to Fire a Customer the Right Way

The Customer is Always Right.  Isn’t that what we’ve been told?  If you’re in business, you know how preposterous that statement is.  The customer isn’t always right, the customer is often wrong.  Worse yet, you know it, he knows it, and he knows you know it.  This mantra was ramrodded down the throat of American business in the eighties (nineteen-eighties, that is) and early nineties that we became sick of living the lie.  So what happened?  Well, for the past five or six years it has become vogue to fire your customers—that is, those customers who are not profitable or are a pain in the…neck.  The worm has truly turned.  Sweet emotional release is achieved when you can stand proudly before your support group, chin high and twinkle in your eye, and utter, “I just fired a customer!”  A hearty round of applause is bestowed upon you, as if you just announced you have been alcohol and drug free for six months.

Watch out!  There is a need for caution and I’ll tell you why.  Read More…

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