Getting the customer in a positive mood is not necessarily such a big deal. But you need a lot more than just a friendly smile if you are to stand out from the competition and make even a complaint an unforgettable experience.
In his fourth video, entitled “’Turning unhappy customers”, Jörg Winter reveals the secret to creating a supportive environment to ensure you have happy customers and employees. The following aspects might be relevant to you:
- Principle of reinforcement
- “Work through the grief”
- There is a story behind every complaint
- “Go the extra mile – and beyond – to build goodwill!”
Getting your sales in shape - module 4: "Turning" unhappy customers