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| February 11, 2003 |
E-learning Task Tools for Better Business |
Vol. 2, Issue 03 |
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Insider Insights
Is the customer always right, even when he’s wrong? Learn more about addressing customer issues in our feature article.
The JED New Media Team
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Today’s Quote
Customers don't care how big you are. They don't care about organizational charts or how many divisions you have. They want the person standing in front of them to be able to solve their problems.
- Vernon R. Loucks, Jr., Chairman and CEO, Baxter International Inc.
(Quotation courtesy of the Idea Bank. Visit: www.idea-bank.com for a complimentary trial.)
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Feature: Dealing with Difficult Customers
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Developing diplomacy skills in order to maintain harmonious customer relations is imperative for any business. No one enjoys dealing with difficult customers, but often a company does not realize that the way they deal with complainants (even when their complaints are unjustified) can positively impact their business.
Even though today’s technology affords customers the opportunity to instantly provide negative feedback, studies indicate that the majority of customers who are dissatisfied rarely complain: They simply take their business elsewhere.
Research also reveals that those who do take the time to complain will develop strong loyalties as repeat customers if they are well treated, even if their demands are not always met.
Of course, you won’t please all of the people all of the time, but there are conflict-resolving techniques that will leave both your staff and the complainant feeling better about your business. You should also be thankful for complainers, since they can help you to improve your goods or services.
To learn more about dealing with difficult customers, subscribe to the JEDlet “Resolving Customer Complaints” in the Business section of www.jedlet.com.
Every business has its own specific problems. Do you need a customized JEDlet to help train your staff to handle complaints that may be unique to your industry? E-mail info@jedlet.com for more information.
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Megatrends: Grid Computing
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René J. Aerdts, Ph.D., EDS Fellow, EDS
In spite of its name, grid computing is more about networking than computing. It can be thought of as shared computing in which unused processing power (including personal computers) in a network are utilized to solve problems that are too large for a single stand-alone computer.
In its simplest form, grid computing is a type of distributed processing: a collection of networked computers working together under the auspices of a central computer that stores data and management software. The sweet spot for grid computing are those programs that can be broken down into parallel tasks and distributed across the networked computers; the role of the central computer is to distribute and manage this distributed environment. One of the best-known examples of grid computing is the Search for Extraterrestrial Intelligence SETI@home project www.setiathome.ssl.berkeley.edu/, in which PC users provide unused processor cycles (in the form of a screensaver) to analyze radio telescope data. The benefits of grid computing include reduced processing costs (through increased utilization of the processing capacity) and the ability to manage workloads that are too large to be run on a single (or clustered) processing environment. Although grid computing in the business environment is still in its infancy, the possibilities for business innovation are enormous. As such, grid computing -- viewed by some as the next big thing after the Internet -- is a growth opportunity for large and small businesses.
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Partner’s Podium: RGI Learning
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Saying “No” . . . but Nicely
Are there times when you have to say No to someone who has written to you to register a complaint or claim? Many clients confess they spend far too much time trying to set the right tone for such difficult letters, and they are rarely satisfied with the result. It’s harder to say No and maintain a comfortable tone, particularly if you have to say No in writing, when you don’t have body language to help.
Here is a suggestion to ease the task. Use the “Pyramid Technique” to structure your information. This style of writing allows you to get the hard part over with first, and then back up your reasons politely and diplomatically.
For more information on the Pyramid Technique method of organizing information, visit www.rgilearning.com/about.htm
- RGI Learning is one of JED New Media’s many Affiliates.
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Business Boosters: Ten Seconds Back to Sanity
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The expression "speak in haste, repent in leisure" should be tacked onto every office bulletin board. When a customer or even a co-worker gets your back up, give your blood pressure a few beats to return to normal before flaming off that irate e-mail, snapping on the phone, or jumping down someone’s throat. Count backward from ten to one and take deep breaths before responding. ... It really does help.
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Critic’s Corner: "Resolving Customer Complaints" JEDlet
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It is human nature to become defensive when attacked, but in business this can be detrimental to your financial health. Often a difficult customer is transferring his own insecurities on to you while voicing displeasure about your goods or services. The JEDlet "Resolving Customer Complaints" does a good job of pointing the way to harmonious conclusions by using common sense, creativity, and diplomacy. I recommend this e-learning tutorial as a primer for new employees and support for any department that must deal directly with the public.
Subscribe to "Resolving Customer Complaints" in the business section at: www.jedlet.com
- Shaun Belding, Customer Service Expert, is the founder of Belding Skills Development Corporation, an international training and development company. He is also the author of the best-selling book "Dealing with the Customer from Hell: A Survival Guide," and one of the top consultants and speakers in his field. Visit: www.beldingskills.com
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Industry Ink: New, Events, and Noteworthy Snippets
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Don’t miss the ASTD International Conference and Exposition in San Diego, California, this May. Visit www.astd.org.
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