giving the presentation without looking at the script. Practice many times. Eventually, you will learn how to convey the key ideas in a natural, normal way. Mistake #3: Talk About Yourself Focus entirely on yourself. Tell about your background, your credentials, and your history. Tell your story. Just talk about yourself. Make the presentation all about you, yourself, and your life. > What Happens They listen politely. If you manage to be entertaining enough, they may actually pay attention. Otherwise, the audience reacts by thinking, "So what?" > Instead Talk about the audience. That is, talk about what they need and how they can achieve it. Title: 4 Better Ways to Handle Complaints Word Count: 591 Summary: If you fail to meet the customer's expectations at the Moment of Truth , customers are very likely to tell 11 people about the problem they had with your company. Keywords: Article Body: If you WOW a customer at the Moment of Truth , the average customer will walk away and tell 5 people about the experience. If you fail to meet the customer's expectations at the Moment of Truth , customers are very likely to tell 11 people about the problem they had with your company. If you drop the ball with customers at the Moment of Truth , but rebound with a quick customer recovery, research shows that the customer will tell up to 17 people about your service recovery. Did you get that? Customers will tell 5 people if you WOW them, BUT if there's a problem and you quickly fix it, they will tell more than 3 times as many people as they would if no problem had occurred at all. One of the fastest and easiest ways to grow your bottom line is to equip your front line employees with skills to respond to complaints and problems in such a way that they completely regain goodwill and restore the customer's confidence. Read on to find out exactly how to do this. 1. Resolve problems as quickly as possible. The faster the resolution, the better the chances for maintaining loyalty. TARP, Inc. found that ninety-five percent of complaining customers would remain loyal if their complaint was resolved on the first contact. That number dropped to seventy percent when the complaint was not immediately resolved. In fact, the speed of resolution has a greater impact on future loyalty than the resolution itself. Strive to resolve complaints on the first contact and when that isn't possible, final resolution should occur within 5 - 10 business days in order to maintain and build
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