Charles is right. The practice served me well for 35 years in the
service business.
I disarmed lots of customers just by listening to them and provide
assurance of a solution to the problem..
Lou KE1F A Sony retiree.
Charles Harpole wrote:
How to do good customer service, GCS 101:
-sympathize, especially if the customer appears reasonable.
-offer immediate help and offer long term contact.
--get the full details of the problem.
-answer FULLY or promise fast "get back to u".
-look for openings to encourage the customer to continue to purchase
ur product line... like "I love ur product, but right now I have a
problem..."
-and most of all, if u are in the niche product business.... like ham
radio with a knowledgable customer base.... realize the implications
of that and act on it. Ham radios have long lives; it is great that
Mr. Mfg. builds them to last; it is great that a ham will love a
radio enuf to keep it for 40 yrs--AND WE WILL-- and then Mr. Mfg.
recognize u r in this unique business of ham radio with these
characteristics and either live happily with that fact or change ur
target market.
Remember that the appearance of willingness to help,at first, is as
important as the help that is then offered. Or, read some books on
the topic of GCS 101.
Charles Harpole
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