/Videos

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. Of course, there are always variations, but by and large, the field is actually quite consistent. Here are four additional [...]

By | June 10th, 2017|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 whether we are hungry, tired, or rushed. We are, in short, a basket of varying emotions, wants, and needs. What [...]

By | May 10th, 2017|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 will say, “Wait a minute. We want fewer complaints, not more.” At first glance, fewer complaints seem desirable. But when [...]

By | April 10th, 2017|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 a business is to return, purchase more, and then say good things about the establishment. Reciprocity can also be a [...]

By | March 10th, 2017|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 paper on which the job would be printed. The price of this paper added dramatically to the cost of the [...]

By | February 10th, 2017|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, even trivial, example; but it made me look carefully at how the strong human need to be "right" can result [...]

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