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Empowering Employees to Handle Customer Complaints
October 18, 2008
Most of the time a customer complaint starts with a simple issue that can be solved in a matter of minutes; these issues can make the difference between one-time customers and loyal patrons. Managers typically encounter and discover customer problems and should therefore be equipped and enabled to instantly resolve them.
Has your small business incorporated a best practices document that enables employee’s to solver customer’s problems?
Here are some simple steps to giving your manager and employees the power to handle disgruntled customers which in turn will improve customer loyalty and the company’s bottom line:
- Spend some time with the full-time employees to understand how they currently solve customers’ problems.
- Find out from the employees what would make it easier for them solve these problems.
- Record this gathered knowledge into a best practices document.
- Define a policy and procedure around how to administer.
- Provide the necessary training.
Posted by Shanu Singh Guliani on October 18, 2008 | Comments (2)
