by Chris Devers
Note: These are syndicated articles, the original article will be mentioned below.
It seems that as our technology improves, the business/customer relationship is declining. With online technical and sales support, the personal side of customer relations is not as prevalent. There is no longer any loyalty to a business and its products and services. This trend can cause a significant decrease in sales. One way to counteract this trend is to resolve customer service problems successfully and efficiently in order to retain customer loyalty.
The following list outlines simple but effective methods of successfully resolving customer service problems:
Create a Customer Complaint Department: The best way to deal with customer complaints effectively and efficiently is to have experts who are able to manage irate customers with their problems
Be Polite and Courteous: If a customer walks into a business or calls, it is important that the customer service representative takes the time to show that they care and are willing to listen and help. Empathize with the customer’s problem. An angry customer will calm down if they feel they are valued and respected. Be positive.
Record the Problem: Writing the complaint down and the actions that will be taken helps avoid any misunderstandings. It also shows the customer that the matter is important to the business.
Provide Solutions or Methods of Resolving the Problem: Don’t list business policies and practices. This will only infuriate the customer. Work with the customer to come up with a solution that will satisfy the customer. If possible, don’t pass the problem off to another representative or transfer the call to someone else. If you do, make sure the new representative has all of the pertinent information so the customer does not have to repeat himself.
Empathize, Don’t Apologize: A direct apology will assign blame to the company. It is better to empathize using such phrases as: ‘I am sorry you have had such a difficult time with our product.’ It will show that you care about the customer’s situation. Try to understand the customer’s feelings and point of view. Understanding will go a long way in satisfying the customer.
Keep Your Promises: Make sure that you don’t make promises that you can’t keep. It will reflect badly on the company and make you look incompetent. The customer will also appreciate reliable service.
Produce Positive Results: Always follow through with your plan to resolve the problem. Bad or poor quality service will cause you to lose customers. The key to maintaining customers is to always follow through with your promise.
Offer loyalty Incentives: If the problem cannot be adequately resolved, offer a customer an incentive so they will continue being a loyal customer. This can include giving them a replacement product or service along with a gift or discount on their next purchase. Everyone loves free things. It will make the customer feel appreciated.
Think of customer complaints as lessons for improving customer care. The solution to great customer service is being able to identify the type of customer you are dealing with. To reap the rewards of customer loyalty, the customer needs to be put first when there is a problem. Showing the customer you care and are willing to resolve the problem efficiently and effectively will go a long way in retaining customer loyalty. Customer loyalty cannot be established immediately, but the investment is well worth it. A happy and satisfied customer is essential to achieving a successful and long term business.
2014 – Zihuatanejo – Its the Beer Out Here
Image by Ted’s photos – Returns late December
The Indio beer truck is at Barra de Potosi replenishing the beachside Enramadas in preparation for weekend visitors from the interior.
Indio is a dark beer that has been produced since 1905. Its original name was Cuauhtemoc (after the Aztec Emperor) but customers would ask for the beer “with the Indian” so the brewery changed the name to Indio, and it retains the same image on the label. The brewer asserts that this beer’s popularity is due to it being refreshing in warm weather and warming in cooler climates; ideal, then, for Mexico’s varied climate types.
The majority of beers in Mexico are lagers, pilsners, Vienna-style light and dark beers, as well as Munich dark beers. Local micro breweries produce a small and limited range of ales.
Beers sold in Mexico are either available nationally or regionally. Over 90% of the beers sold in Mexico are produced by the "big two” brewers: Cerveceria Modelo (Grupo Modelo) and Cerveceria Cuauhtémoc-Moctezuma (FEMSA). Between them, they supply over 90% of all beer in Mexico and, in 2003, Mexico overtook the Netherlands as world leader in total beer production, helped by massive growth in exports to the neighboring U.S. beverage markets.
Indio is a product of the Cuauhtemoc Moctezuma group (Cuauhtémoc-Moctezuma Brewery), a major brewery based in Monterrey, Nuevo León, México, founded in 1890. As of 11 January 2011 it is a subsidiary of Heineken International.