How to Handle Customer Complaints Properly to Build Business

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No business likes to get complaints. However, we have to accept the fact that complaints will happen. Customers may complain about our products, service, or may simply be confused about an issue.

Is the customer always right? No. But the customer is still the customer and deserves our best efforts to make him or her happy. While a few customers may be chronic complainers or trying to take advantage of the system, the vast majority are simply looking for a solution to some problem they have encountered with our business.

Handle Complaints Quickly

How important is it to properly handle complaints quickly? One statistic often quoted is that 70% of customers will return if their complaint is ultimately handled satisfactorily, but 95% will return if the complaint is resolved quickly. While this is, of course, a simplification, it stands to reason that a customer whose complaint we handled quickly should be much more impressed with our business, more likely to believe that we are concerned with customer satisfaction and, thus, more likely to return. And what is that customer worth to us over a period of time? The lifetime value of that customer to our business can be substantial.

Since speed of response is important, we must first empower your employees to handle complaints. If our front-end employees have to call a manager for a complaint to be handled, we have just increased the time cost to the complaining customer. We have also increased the emotional cost to the customer by suggesting that the problem must be handled at a higher level. And we have increased the possibility that the complaint will not be handled on the spot (i.e., the customer may not be willing to wait to talk to the manager). This also puts our employees in a difficult position since they must take the brunt of complaints from customers while being powerless to do anything about these complaints themselves.

Training Is Essential

Thus empowering our employees to handle complaints, following certain guidelines, can greatly improve the situation. However, empowerment is not enough. Employees must first be properly trained. There is a natural human tendency when faced with a complaint to become defensive, to offer explanations rather than solutions and to focus on immediate cost savings rather than the long-term or lifetime value of the customer to the business. Here are a set of steps that your employees can follow when handling complaints to help satisfy and keep your customers:

  • Don’t take it personally – the complaining customer is not angry with you.
  • Don’t argue with the customer, become defensive or try to explain the situation. Listen to him or her.
  • Make sure your first statement in response is something that addresses the problem or shows empathy such as: “I’m sorry that you had this problem.” “I can see why you would be upset.” “Let’s see how we can fix this situation.”
  • Don’t admit wrongdoing (unless it is obviously your mistake). This can be particularly important if there are potential legal issues involved, e.g., a slip and fall.
  • Get the facts. Understand the issues involved.
  • Find out what the customer wants (if it is not obvious).
  • Offer a solution. Tell the customer what you will do and when. Place emphasis on what you can do rather than what you can’t do.
  • If the complaint does not require immediate action, record the complaint on a slip of paper in the presence of the customer, thank the customer and note that action will be taken.
  • Consider giving the customer more than is requested. Remember his/her investment of time and emotion. Consider the lifetime value of the customer to the business.
  • Record name, address and phone number of the customer for possible follow up on satisfaction and to identify chronic complainers.
  • Record the problem and solution (including time, place, etc.) so others can learn and evaluate.
  • Follow up with the customer, as appropriate.

Correct Repetitive Problems

While complaint handling is an opportunity to build the relationship, repeated recovery for the same mistake is not. In such situations, customers will soon come to realize that the error is not random but rather is built into the system, and they won’t come back. Getting feedback from customers can help uncover such systematic problems, and diagramming the service process can help uncover why they happen. The above steps also assume the complaining customer, while possibly upset, remains civil. Abusive customers do not need to be tolerated and should be referred to a manager.

Proper complaint handling is essential. It takes planning, training and trust in our employees, but the rewards are well worth our efforts.

Source by Dennis Rosen

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FSAA Way too Early Fantasy Baseball Mock Draft on Fantrax

Tom and Ryan sounded the draft horn. We are doing a way too early mock draft for fantasy baseball on Fantrax. WOOOOOOo Mock out with your sock out!


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Kick Sled Dog Training

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The best way to enjoy a Canadian Winter! 2011 was our first year learning how to kick-sled in Haliburton, Ontario. We trained our Alaskan Husky and Norwegian …


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Golf Carts – Why Walk When You Can Ride?

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When shopping for a  golf  cart you should look for specific features that appeal to you. First of all you need to look for a  golf  cart model that will be big enough to accommodate your  golf  party. If you are a lone golfer or if you  golf  with a friend or significant other then a two seater is large enough for you, however, if you frequently  golf  with a group of four or more then you will need to select a model that can seat more people.

Style is also important. Every manufacturer offers different cart designs. You should select the design that reflects your personality, and that appeals to you. Also look for a design that won’t become dated too quickly. Finally look for a cart that offers you optional accessories and that also provides you with easy ordering options for  golf  cart parts and upgrades.

Yamaha is a manufacturer that produces  golf  carts. Their line includes the Drive and the U-Max. You can also buy custom  golf  carts and certified pre-owned  golf  carts. In addition to offering quality  golf  carts, Yamaha also offers a full line of  golf  cart parts, accessories, and towing equipment.

EZ Go is another  golf  manufacturer. Their line includes Fleet  golf  carts, Personal  Golf  Cars, Clays Cars, and previously owned  golf  carts. This company has been in the  golf  cart business since 1954, and now they are one of the largest  golf  cart companies in the world. Because of their international popularity, EZ Go  golf  cart dealers are fairly easy to find, no matter what state you live in.

In the early 1960s Club Car opened its doors and began manufacturing electric  golf  carts. In the 1980s this company expanded to gas powered  golf  carts. Today Club Car is a leader in revolutionary manufacturing processes. Their  golf  carts use ArmorFlex in the construction of their cart bodies. This material is flexible and lightweight, yet extremely durable. The color is also not sprayed on to the ArmorFlex, but it is instead molded directly into the panels. This means that you don’t have to worry about paint chips or scratches.

Source by Sarah Freeland

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Dog Training – Control a Dominant Dog

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7 Possible Causes of Frequent Urination in Puppies and What You Can Do About It

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I don’t know a thing about you but I’ll bet that it’s worrisome for you to see your puppy urinating frequently.  Perhaps your pup has been urinating in inappropriate areas or urinating on a constant basis.  There are many possible causes of a puppy frequently urinating small amounts and it’s important to get to the root of them in order to keep your puppy healthy.  Here are 7 possible causes of your puppy’s frequent urination and what you can do about it.

   1. A puppy frequently urinating small amount of urine may have a hormonal imbalance.  Hormonal imbalances alter the pH of the urine, making it easier for bacteria to flourish.

   2. Your puppy frequently urinating small amounts may have a bladder infection caused by bacteria.  The bacteria irritate the bladder wall, causing the constant urge to urinate.

   3. Bladder stones could be causing your pup to urinate frequently in small amounts.  Bladder stones form when minerals in the urine form into solid objects.  It happens more easily when the pH of the urine is too high or too low.  Bladder stones are also very painful.   A good way to prevent them is by administering a homeopathic remedy that promotes a healthy flow of urine and flushes out toxins.  

   4. A condition called psychogenic polydypsia can cause your puppy to obsessively drink water and urinate excessively.  This condition is not serious and doesn’t need treatment.

   5. Urinary incontinence resulting from a birth defect may be the cause of your puppy frequently urinating small amount.  This is a common problem for huskies in particular and surgery is usually necessary.

   6. A puppy frequently urinating small amounts may have behavioral issues that need to be addressed.  Your puppy may be urinating frequently due to being territorial or because he urinates when excited, happy, or scared.  For dogs that have the latter problem, put them in a diaper to prevent messes.  Keep territorial dogs away from the windows if possible so they don’t spot other dogs or passerby.

   7. A serious illness may be the cause of your puppy frequently urinating small amount.  Kidney failure, diabetes, liver disease, and abnormalities of the pituitary gland are all possible causes of frequent urination in small amounts.

As you can see, there are a plethora of factors that could be causing your puppy frequently urinating small amounts.  The first step in taking care of this problem is going to veterinarian and getting tests done to figure out the cause.  Sometimes the cause may be quite serious and need to be treated with medication or corrected with surgery.  In most cases, lifestyle change and homeopathic treatment will do the trick.  Your best bet is to focus on preventive treatment rather than just taking action when you notice your puppy frequently urinating small amounts.

Make sure your dog has plenty of fresh, filtered water to drink and gets plenty of exercise.  Take him out on frequent walks so he has plenty of opportunities to empty his bladder.  Feed him only raw, unprocessed food or home cooked food and give him a homeopathic treatment on a regular basis.  Homeopathic treatments prevent and treat infections by maintaining a healthy bladder, healthy flow of urine, and strong immune system.  Make no mistake about it.  These simple lifestyle changes will keep your dog healthy and full of vitality, whatever the cause of the infections may be!

Source by Rebecca Shelly

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Three Great Tips for Golf Swing Success

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When you want to swing the golf club better, you need to find tips that fit with what you are trying to do. If you slice the ball, you don’t want tips about how to fade the golf ball or swing like Tiger Woods does currently. This won’t help you much. Just like, if you are a beginner, you don’t want advanced tips meant for someone with a low handicap.

Getting the right tips for your golf swing will make a huge difference, if you know how to use them. There are many tips online, in books, and all over the golf magazines, but if you just pick up any magazine or browse any site for tips, you might not find the ones that are right for you. Below are three golf tips to help you and whom they work best for.

1. The Christmas Tree Effect

This tip fits with every golfer and helps with those that are beginners or even those with a mid to low handicap. If you look at the shape of a Christmas tree, it starts very wide at the bottom and gets smaller and smaller towards the top. Now, if we split it in half with a line down the middle we will have the diagram we are looking for.

The middle line is a perfectly straight shot, the right side is a fade/slice, and the left side is a draw/hook, assuming you are a right-handed golfer. For a lefty, just switch it around and you will be set. The goal is to climb up the Christmas tree to the top. This is how professional golfers get to where their missed shots are very small misses instead of hooks or slices out of bounds.

You may be right at the base of the tree, somewhere in the middle, or even close to the top. It doesn’t matter you skill level to use this diagram. The basic teaching concept is to take someone that slices the ball and teach them how to hook the ball. When they learn to hit a huge hook, then can start working on lessening that hook until they start fading the ball regularly. The opposite will work for those that hook the ball.

You will go back and forth up the tree until you can hit a draw or fade, but the large slice or hook becomes less and less normal for you. This is how a player can cure their slice or get rid of a duck hook.

2. Toe wins the Race

When you look at the club head, you will notice it has a heel and a toe. If you slice the golf ball, it is because the face is open at impact. A slice describes the curve of the ball and if you just hit the ball straight to the right (for a right-handed player), then you are pushing the ball. That is completely different.

However, if you hit the ball straight at the beginning and it curves to the right, then you slice the golf ball. To fix this, you need to think about the toe of the club head getting to the ball before the heel gets there. This will help you to close the face at impact and will allow you to hit the ball straighter.

3. Back to the Target as Long as Possible

This tip is for the golfer that pulls the ball or even hooks the ball. Most golfers get to this point after they fix their slice or during the process. Pulling the golf ball is usually caused by the front shoulder opening too soon. This can be fixed by keeping your back to the target as long as possible. You can actually use this as a swing thought on the golf course.

Getting the best tips for your golf swing may seem difficult, and the last thing you want to do is try everything found in every magazine, book, or online. This will just cause confusion. In addition, you should know there is no such thing as a “Quick Fix” in golf. You will need to put in the work, practice with new drills, and work with the tips you choose before you see lasting results.

Source by Jones Harington

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Four Different Types of Roofing Materials

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A home can never be complete without a roof. Roofing is obviously the very first line of defense against any harsh weather, as well as other types of elements which could affect a certain home’s quality, appearance and value. Therefore, it is significant to put some thought into choosing the right type of materials for your roof. The good news is that there is always a wide variety of choices in materials and manufacturers to choose from for quality roofing.

To begin with, an asphalt material shingle is a very common type of product, especially with American homes. It will work great for a wide range of styles of roofs and may be a perfect choice for your home. Asphalt shingles do not cost that much and run from around 1 to 5 dollars for every square foot depending on your provider, as well as the kind of home that you have.

Asphalt roofing shingles come with a lot of advantages for your home. Usually the most important factor to a home owner, it is affordable. Secondly, this kind of roofing is a lot easier to repair compared to others. It can work well on just about any style of roof and is manufactured in various colors, shapes, depths of dimensions. This kind of roofing material is also resistant to any effect that great heat from the sun and inclement weathers conditions could cause.

Now, let’s move on to the second type of roof which is rubberized materials. This is an eco-friendly choice that can assure durability, cost-effectiveness and also proven to be leak proof even when it’s made from various recycled materials. Also, it does no require heavy maintenance due to the light weight and flexibility it carries. Rubber roofing comes in two types: shingled and whole roof. The shingled ones are made from synthetic materials and are better for simple structured homes while the whole roofs are great for a more detailed architectural design.

The third kind would be the tile roofing which is considered as an internationally recognized type of roofing. Just like the above types, this one can ensure durability. As a matter of fact, it is proven to be invulnerable from fire. Also, its longevity could last for up to 100 years and can highly improve air ventilation. Tile roofing comes in various patterns, textures, colors and shapes which can make things more fun upon the process of choosing the right ones in order to bring true elegance out of your home through the roofing.

Last but not the least, wood roofing is popular for homes that need to undergo major renovations. This roofing material usually runs anywhere from 4 to 8 dollars for every square foot. The price also depends on the way of cutting. Wood roofing is essential if you want to give your home a warmer look. It also has the great ability to prevent the occurrence of heat transmission.

Any of these types of roofs can be a great choice for you to make. However, it is still best to consider getting consultation from an expert in order to know what’s best for the type of home that you have in terms of safety, design and efficiency.

Source by John Stackson

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DVD for SAR Dog Training – area search

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