In the moment of truth, if you fail to meet the customer's expectations, the customer is very likely to convey 11 people about the issues you had with your company.
It's tough. :
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If you surprise the customer in a moment of truth, the average customer walks away and talks to the people of 5 about the experience.
In the moment of truth, if you fail to meet the customer's expectations, the customer is very likely to convey 11 people about the issues you had with your company.
Even if you drop the ball with the customer at the moment of truth, if you rebound with quick customer recovery, according to the survey, the customer tells up to 17 people about service recovery.
The customer tells them to 5 people, but if there is a problem, fix it right away and say to 3 times more people as if the problem did not occur at all.
One of the fastest and easiest ways to grow your bottom line is such a way that they fully regain goodwill and restore customer confidence
Read on to find out exactly how to do this.
<b> 1. Solve the problem as soon as possible. </ b> The faster the resolution, the more likely you are to maintain your loyalty. Tarp Co., Ltd. found that ninety-five percent of dissatisfaction customers will remain loyal if their dissatisfaction is resolved at first contact. Complaints of Boku that dropped this number will be resolved soon. In fact, the speed of resolution has a greater impact on future loyalty than the resolution itself. When it is possible, the ultimate decision should occur within 5-10 business days to maintain and build loyalty, if you strive to resolve initial contact complaints.
<b> 2. Give them something. </ b> Coupons, product samples, and other giveaways have a clear impact on loyalty after a service failure occurs. A year ago American Airlines gave me 7000 frequent flyer miles after experiencing a gruel delay. And Miles's gift was enough for me to come back. But don't take my word for it: Surveys conducted for the Society of Consumer Affairs Professionals (SOCAP) follow their contacts with the Consumer Affairs Department such as coupons and product samples Providing customer token items has the role of maintaining loyalty and maintaining loyalty after service failure.
<b> 3. Allow only the most friendly, most helpful and diplomatic employees to talk to customers. </ b> The courtesy and attitude of the employee is an important factor in getting the favor of the customer who has experienced the problem. Customers who contact the company in question would like to talk to someone who is polite, professional, resonating and understanding. In addition, employees need to express communication empathy with diplomacy and be skilled in representing a credible and persuasive company in times of consumer distress. Form a strong lasting impression with customers whether the impression of is positive or negative.
<b> 4. Encourage your people to be "Gumby". </ b> You don't remember Gumby --- Do you remember the green rubber figure Eddie Murphy drew very hilarious on Saturday night's live? In my seminar, I teach employees "Gumby" about interactions with customers. By being a Gumby, I mean whatever I take to a service customer. This includes a flexible back-turn that makes a 180 degree turn when headed in a different direction at the non-customer impacting task. It may mean your head status. The idea is to completely focus the customer. We guarantee that you always make your customers happy.
3 Evil Failing Presentation
Bad Presentations Here's a way to avoid the three worst mistakes people make.
It's tough. :
In general, business-presentation, Steve Kaye, eloquence
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It does not occur only for truly memorable disasters. They need a special blend of misunderstanding and wrong effort. Here we will try to avoid the next announcement etc. How to guarantee a disaster.
Mistake # 1: Believe in Magic
Show that you want cohesive, eloquent, useful presentations to appear magically if you start talking. Avoid any type of preparation. Just wing it.
> What happens
Everyone is surprised by the presentation as they expected much. They are also bored and disappointed. Unprepared Presentations Unexpected presentations often sound like unexpected presentations.
> Instead
Prepare Identify the purpose for your story. Design a presentation that achieves that goal. Talk with key members of the audience about their expectations. It's a rehearsal
Mistake # 2: Memorize your speech
Even if you wake up in the middle of the night, you spend a huge amount of time committing all the precious words in memory so you can recite it.
> What happens
It's like a machine If you stumble on a word, you can get stuck-a word. I've seen this happen, and it hurts.
> Instead
Represents learning. Yes, write a script. Memorize the first and last sentences and then practice giving presentations without looking at the script. Practice again and again. In the end, you will learn how to convey important ideas in a natural, normal way.
Mistake # 3: A Story About Yourself
Focus entirely on yourself. The background is the qualifications and history. Tell your story. Just your own story. I will live by myself about the presentation.
> What happens
They listen carefully. If you manage something interesting enough, they may actually pay attention. Otherwise, the audience responds to thinking "what is that?"
> Instead
Talk about the audience. In other words, talk about what they need and how to achieve it.
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