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Casual Articles - SSTOP! 5 Steps to Approach Complaining Customers
Here is a last year resident checklist not to forget:LICENSING:Licensing is becoming increasingly complex as identity and medical fraud become more common. Therefore don't wait till the last minute to start the process. The AMA reports that physicians should expect the process to take at least 60 days, and should plan their career moves accordingly.The highest volume of licensure applications is received between the months of April and September, when physicians with school-age children are making changes and residents who didn't plan ahead are applying for licenses. Therefore the standard approval timeframes posted on a state medical board's
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking roo
A simple Google search of the term “restaurant online ordering software” will bring up pages of results of companies offering to set up online ordering for restaurants. Unfortunately, it is also a list containing some good, some bad and some downright ugly! So how should you as a restaurant operator go about selecting the right service provider to supply online ordering for your restaurant?There are a number of considerations to take into account when selecting the best fit for your company and care should be taken before signing up with the first “quick and easy” solution, no matter how attractive the offer of a “free site within hours” may be. As with al
Maybe in person, via email or over the phone.
What’s the best approach?
It’s simple: SSTOP!
No, that wasn’t a typo. You read it right: SSTOP. And it represents a five-step process for approaching problems, diffusing anger, changing minds and winning the customer back. Let’s take a look.
S is for SURPRISE. Psychologically, if you respond to a problem, complaint or accusation with surprise, three things happen. First, you begin to diffuse anger. Secondly, your reactive response comes off as natural and sincere. Lastly, the customer is more willing to forgive you.
PHRASES THAT PAYSES: “Really?”
Really is one of the most versatile words in the English language. It exudes both concern and curiosity. And based on the severity of the problem, changing the inflection of your voice indicates numerous emotions. For example, stop reading right now. Try saying the word really two times: first with a low pitch and second with a high pitch.
Two totally different meanings, right?
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really?”
OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.
S is for SORRY. Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking roo
"Can you hear me now?"You'd be hard pressed to find someone in the US who doesn't know the company behind that question.So why do big companies, like Verizon, hammer us with the same message over and over? Because it works. And it can work for your company too. But it takes time and repetition to get your message out and heard by your target market.Most small business owners will try something once then give up. They expect customers to come pounding down the door to their business after just one message.It won't happen.How do you help your customers hear your message? Think long term. Before taking the first step to getting the
S is for SURPRISE. Psychologically, if you respond to a problem, complaint or accusation with surprise, three things happen. First, you begin to diffuse anger. Secondly, your reactive response comes off as natural and sincere. Lastly, the customer is more willing to forgive you.
PHRASES THAT PAYSES: “Really?”
Really is one of the most versatile words in the English language. It exudes both concern and curiosity. And based on the severity of the problem, changing the inflection of your voice indicates numerous emotions. For example, stop reading right now. Try saying the word really two times: first with a low pitch and second with a high pitch.
Two totally different meanings, right?
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really?”
OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.
S is for SORRY. Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking roo
Difficult Relationships at Work - How to Influence the UncooperativeWe rely on and spend more time with our colleagues than with most other people in our lives: yet we frequently experience conflict at work. This is a problem that is beginning to be recognised, but it is still not being dealt with either effectively or sufficiently. Conflict is such a broad term for what can be experienced, ranging from office gossip to outright bullying. In nearly every single office there are always going to be personality clashes at some point, and most of the time they will be fairly easily sorted out. However, sometimes they aren't and there is often no other opti
Two totally different meanings, right?
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really?”
OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.
S is for SORRY. Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking roo
Introduction;A few years ago my wife and I used to work for a major retail company, we held positions of supervisor and manager respectively. We both wanted to start our own company but we were scared of the financial implications that it will have on our lives. Eventually we left the company, we still wanted to start our own company but we did not have the money or the resources to get started. That is when I started to do alot of my research.You would still have to spend money;When you look at this corporate credit building companies out there no tell you that you will have to spend money anyway, or some so
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really?”
OK. Great job. You’ve immediately displayed concern for the problem. Let’s move on to step two.
S is for SORRY. Customers don’t want apologies, they want solutions. Still, saying you’re sorry never hurts. You still need to take ownership of the problem. And an effective technique for doing so is to combine “Sorry” with its polar opposite: thank you.
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking roo
For many animal lovers, working with animals is an ideal career. The rewards, however, are set off by hard work.A partial list of duties include; training, feeding, watering, grooming, bathing, and exercising animals. It may also involved cleaning, disinfecting and repairing the enclosures where the particular animal or animals are kept. It may be necessary to play with the animals, provide companionship and observe changes in their habits and diet.Working with animals usually consists of two areas, caretakers and trainers.Some employers in this field include veterinarian clinics, stables, aquariums and zoos.Here is a closer look at so
PHRASES THAT PAYSES: Sorry + Thank You.
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me.”
Good. You’ve showed surprise. You’ve thanked the customer. Now Miss Jackson is reassured that you’re on top of the problem. Let’s continue on.
T is for THAT’S. Step three is absolutely crucial. This is where you ensure the customer that her problem isn’t normal. That it’s an anomaly. And whatever happened to her is inconsistent with the type of service your company traditionally provides.
PHRASES THAT PAYSES: “That’s not normal,” “That’s horrible!” “That’s strange,” or, if possible, “In all the years I’ve been working here, that’s never happened!”
CUSTOMER: “Hi, this is Miss Jackson from room 2321. Um, I asked for a non-smoking room, but I think Joe Camel must have stayed here last night.”
YOU: “Really? I’m sorry about that Miss Jackson, thanks for telling me. You know, that’s not normal at my hotel.”
Excellent! You’ve showed surprise, thanked her, even taken ownership and reassured Miss Jackson that her problem isn’t the standard of service. Now it’s time to win her back.
O is for OFFERING. When I worked at the Ritz-Carlton, every employee was empowered up to $2000. It was pretty amazing. If a guest was so upset that an apology wouldn’t even scratch the surface, we had the power to offer them a free
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