 Customer Escalations Management: The Golden Recipe by Nikolaos Zormpas
Are you ready for AMAZING Customer Service & Experience?
What about EXCEPTIONAL Service Delivery?
Do you want to see your customers returning back Again & Again?
If so, then this is the book for you!!!
No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they’re giving you a chance to make it up to them instead of just taking their business elsewhere. It’s also a chance to learn what areas in your business may be problematic and need fixing.
You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference.
In Customer Escalations Management: The Golden Recipe, you will discover:
◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers.
◆ How to handle customer complaints seamlessly to ensure no cases get dropped.
◆ Why customer escalations can actually be a boon to your company.
◆ How a company’s leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction.
And much, much more!
No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas’ Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention.
If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then grab your copy now on Amazon!
Targeted Age Group:: all audiences
Heat/Violence Level: Heat Level 1 – G Rated Clean Read
What Inspired You to Write Your Book?
Customer escalations can be an innovation engine.
By preparing your organization to manage customer complaints and escalations—for any and all types of situations—you'll be able to resolve issues smoothly and painlessly; essentially, you'll keep your customers happy.
Book Sample
Introduction
It takes months to find a customer… seconds to lose one.
—Vince Lombardi
Imagine the following scenario: You have just sat down in your office to start your day's work. Your to-do list for the day is endless when suddenly, an employee hands you a written complaint from a customer. It could be about a product, service, employee, or some other aspect of your business. The complaint has ended up with you, so it has escalated already, and now you know that you have to make time to address this issue—even if it means rearranging your priorities for the day. What are you going to do to sort out the situation, how will you help your team to get through this, and how will you get this customer to trust your company after this mishap?
***
I am sure you identify with the situation I just described; I definitely do! Customers are crucial for business and sometimes super challenging to deal with, especially when they have complaints. Having said that, I want to share with you a methodology to handle customer escalations professionally, productively, and efficiently. In the following chapters, we will go on a journey together to understand customers better and find out how to sort out problems that improve customer satisfaction and retention.
So how would you handle the previous situation? Can your first-line employees still deescalate the issue? Do they know who to turn to or what to do next?
Fret no more about this type of scenario! I am going to guide you through every step of the process so that everyone in your company can handle escalations with ease. We are going to start by laying the foundation for what you need to deal with customer problems and build onto it by considering every small detail. By the end of this book, you will have the confidence and knowledge to instill in your organization a level of customer service that you have only dreamed about. How exciting is that idea?
The best part of all is that you can do all of this in five steps. Yes, just five! How about a sneak peek as to how we will go about this process? Throughout the next chapters you will learn to:
● Establish a clear implementable escalation strategy that everyone can use and understand.
● Prioritize and manage the time it takes to sort out tickets without causing unnecessary delays.
● Make proper contact with customers regardless of how you receive the complaint or escalation.
● Maintain productive contact with customers in the attempt to find a satisfactory conclusion.
● Build mechanisms that prevent repetitive issues while creating a follow-up process.
Customers should always come first. I don’t say this lightly; instead, I base this assertion on the knowledge that a business cannot exist without them. Your customers should come first and be at the center of your strategy. When they aren’t, they will voice their dissatisfaction in the form of complaints or negative reviews. If your team doesn’t give customers the attention they deserve, then you are going to end up with escalations that usually land on the desks of senior managers or the executive team.
During times like these, you have to find the best ways to overcome challenging situations and reach a mutual agreement. Even if this sounds tough, there is always a silver lining: You can change these difficult incidents into opportunities to win your customers’ trust and build a loyal relationship. I am going to show you exactly how to do this with my Golden Recipe for handling customer escalations that result in customer satisfaction. You need to take each part of this recipe to heart. Even with a recipe (like one for a meal), the equipment, utensils, and ingredients you use play a role in how successful the meal comes out. Your character and personality also impact the recipe’s success. By using the Golden Recipe, your resources, your leadership, and your team, you have everything you need to deal with customer escalations in a positive way like you have never done before.
It doesn’t stop there, though! You constantly have to work hard to retain your customers. It’s hard work keeping your clientele happy; still, it is entirely within your abilities. You are the person who must keep a clear vision of how you want your company or department to progress and have the motivation within you to inspire hard work and a customer focus among your team. Even if it seems a bit murky right now, you will soon have all the tools you need to implement the best customer escalation strategy possible so that you can lead your team, deal with customer complaints, and satisfy customers.
What are you waiting for?
Turn the page and join me on this journey to understanding and interacting better with customers.
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