Poorly used email is a significant source of problems for staff. The aim of issuing email guidance on email is to improve the way that people communicate. However, an email policy helps only if people think about and apply the guidelines sensibly in their working lives. The guidance is not a formal code that applies exclusively to the use of email, but a set of good practice. It also sets up expectations about how email should be used for good effective communication. Introduction Email can be a tremendously effective way of sharing information and managing work across a large organisation. However if it’s badly used, itRead More →

Here are twenty-five top tips to improve and make the most out of your business writing. Focus on lucidity or clarity  Write so that your readers will understand your intended meaning. Articulate your thoughts so that the average person can understand them. Use an economy of words Short sentences are best, unless you’re writing for academic or scientific purposes. Eliminate unnecessary words and repetition. Less is ulitmately more. Avoid the latest jargon  Write simply. In an effort to impress readers, some writers mistakenly use the latest buzz words or phrases. This won’t impress senior management in the slightest. It’s best to summarize your points WhenRead More →

With the internet becoming part of our daily lives, users prefer complaining publicly about services or products. According to Conversocial, 88% of consumers are less likely to buy from companies who leave complaints unattended. But what about those customers who just did not complain and went away silently? These will be forever lost for a company and will never come back. To prevent customers from switching to competitors, businesses should pay more attention to their complaints and address them timely. However, this is not enough. Complaints are the greatest source of learning, they show us where we fail and where and how we should improve.Read More →

How to handle complaints There are several key stages to handling complaints, no matter what form or shape they take, in your business or organisation: Thank the customer for complaining. Think yourself lucky that the customer is prepared to give up their time and money to let you know they have a problem, instead of just walking away. Complaints are good things in most cases. Say that you are sorry that the problem has happened – this is not an admission of guilt on your part, it’s just good manners. Put yourself in the place of the customer. This will instantly give you an advantage,Read More →

Seven best-practice ideas for complaint handling in writing Every letter, social media message or email that goes out from your customer service team has your company’s brand in the signature line, it puts your service reputation in view. Here are some tips dealing with customer service complaints and issues in writing. Read the customer’s email in its entirety  46% of consumers opening emails from companies are frustrated to discover that their question(s) was not answered. This often happens because employees stop at the first problem described in the email, and they skim the rest. Read the entire email before typing or writing anything. An excellent wayRead More →

Customer complaints In today’s internet-driven world, customers have more power than ever. A satisfied customer may share their good experience with three friends, whereas an angry customer has the potential to tell 3,000 friends in social networks and communities.  And for each customer that complains, there are anywhere from tens to thousands of people that don’t complain – And they simply stop doing business with you. Research has shown that customers with issues that are resolved quickly can often turn into loyal customers and even brand advocates. Simply put, a customer complaint can become very profitable when you can resolve their problem. A customer complaintRead More →

Complaint managers or those handling dissatisfaction at all levels need to be patient, articulate, and able to balance fairly the interests of the organisation with those of the consumer. They should also be able to communicate legitimate consumer complaints to management to help determine whether there is a need for changes in organisation policies or procedures. All customer-facing staff should be familiar with the operations of the company and with its products or services. Training can strengthen communication skills and heighten staff awareness of the special needs of customers from different cultural, economic or educational backgrounds. Complaint-management staff should also be familiar with consumer protectionRead More →

Promoting good complaint handling is a key part of your work, especially if you receive complaints from time to time. Handling complaints well can turn aggrieved customers (or staff!) into loyal ones. Within any industry or sector, organisations with a positive philosophy and a reputation for fair complaint-management have a competitive edge. A management philosophy that embraces customer satisfaction as a primary goal of business, instead of defending the organisation in the face of complaints, can change the rules of the game. It shifts the emphasis from the cost of pleasing a customer to the value of doing so, and trusts front-line employees to use theirRead More →