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
> k4vud@hotmail.com
>
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