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Complaints: Separating Myths from Reality

I have been studying complaint handling around the world for almost two decades. I frequently hear that complaint handling (or claims as they are sometimes called) by service providers is highly dependent upon cultural differences. [...]

By | June 10th, 2017|Categories: Blogs, Ideas, Mind Flexors, Videos|0 Comments

Complaints: What Do Customers From Around The World Want When They Complain?

Every customer is unique just as every person is a singular entity. This means we all want different things when we complain. We even want different things at different times of the day, depending on [...]

By | May 10th, 2017|Categories: Blogs, Ideas, Mind Flexors, Videos|0 Comments

Managers Don’t Always Know Why Their Customers Leave

Normally – when I tell company leaders that they should be looking for more complaints, not fewer – I see shocked looks on their faces. It’s a look with which I am well acquainted. Some [...]

By | April 10th, 2017|Categories: Blogs, Ideas, Mind Flexors, Videos|0 Comments

Service and the Power of Reciprocity

Notice if, the next time you receive excellent service, it creates a healthy feeling of obligation to return the favor. Psychologists call this effect “reciprocity”. The obvious way for consumers to reciprocate a favor to [...]

By | March 10th, 2017|Categories: Blogs, Ideas, Mind Flexors, Videos|0 Comments

When Your Customers Complain, Ask For Their Business!

I recently dropped off a very complex print job that took almost fifteen minutes to explain. I left concerned as to whether my instructions would all be followed precisely, especially since I had brought special [...]

By | February 10th, 2017|Categories: Blogs, Ideas, Mind Flexors, Videos|0 Comments

When Your Customers Complain, Start by Giving Up the Need To Be Right!

I had an experience in a hotel this past month that emphasized, yet again, how we learn a great deal about customer service simply by observing what happens around us. This experience was a minor, [...]

By | January 10th, 2017|Categories: Blogs, Ideas, Mind Flexors, Videos|0 Comments