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
[EMAIL PROTECTED]
_________________________________________________________________
Climb to the top of the charts! Play the word scramble challenge with star
power.
http://club.live.com/star_shuffle.aspx?icid=starshuffle_hotmailtextlink2_oct
Subscribe/unsubscribe, feedback, FAQ, problems
http://njdxa.org/dx-chat
To post a message, DX related items only, dx-chat@njdxa.org
This is the DX-CHAT reflector sponsored by the NJDXA
http://njdxa.org
