Ten Ways to Disarm Angry Customers
In this age in which so many people post virtually everything about their experiences on social media, good customer service matters more than ever. After all, research indicates that customers are five times more likely to share a bad experience than a good one. That's why you and your colleagues—regardless of your job description— should keep the following tips in mind when dealing with unhappy customers—whether internal or external. The advice is from Street Smart Disciplines of Successful People: 7 Indispensable Disciplines for Breakout Business Success (CreateSpace Independent Publishing/available now). Co-authors John Kuhn and Mark Mullins cover a wide range of work situations, including achieving professional goals, improving time management, effectively negotiating to cut costs and forecasting future business trends. The authors, who are consultants and entrepreneurs, are the former founders and partners of the American Park Network. Mullins also served as an executive for Zoom systems, and Kuhn was COO at a publishing division of Meredith.