listening

Ginger Conlin, Editorial Director, for 1to1 Media, asked the question "What's your go-to strategy for handling angry custommers?" on the 1to1 Insiders group page on Linkedin.

I responded with the following nine-step check list for handling angry customers. Not surprisingly it all starts with listening and being empathetic. Without the first two steps it's impossible to satisfy anyone's concerns.

Customer centric approaches over the years have had many philosophical flavors and technical implementations including CRM, customer infallibility, consultative selling, NPS, loyalty programs, employee comp plans tied to customer satisfaction and others.

Social media has finally given companies the tools they need to really attain customer centricity.