VIDEO: Resolving Customer Complaints
By: Lisa Ford
How many times have you seen an employee become defensive or frustrated when a customer voices a complaint? How much worse is their reaction if the mistake is actually their company's fault? Lisa Ford teaches us the step by step method to reacting in a professional manner and retaining the customer's loyalty. . . . keep reading
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AUDIO TRAINING: Damage Control
By: Wendy Gillett
Mistakes happen, and this is the life of a business owner. The challenge is how you react and what you do after the mistake is made. This is the time when reputations are made, for better or for worse, and so we talk about how to make your reputation stellar by utilizing professional damage control skills. . . . keep reading
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TIPS: Damage Control
When I go in to assess a business I make a list of the things that are important to me for each area. Here is a sampling of what I look for when I am assessing Damage Control. . . . keep reading
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ARTICLE: Recovering From a Mistake
By: Wendy Gillett
Mission... Possible! Nine out of ten days our business runs smoothly without issue. But sometimes a customer is unhappy with something and we as managers need to step up and take action. Learn how to respond and recover when a guest receives unacceptable service. . . . keep reading
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Q & A Discussion Forum
Have questions or comments about this Kit or Article? Link to the discussion forum to post your thoughts. Our mission is to provide a powerful and complete community where our members can learn, share and grow. Join us in the FORUM, today! . . . keep reading
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