Complaint Resolution: Coming in L.A.S.T. By Heidi Stinson, Stinson Services
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ervice complaints don't have to be a negative experience that result in the loss of customers. With the right approach and attitude, complaints can help to improve your business, the quality of your service and retain customers.
How does your company deal with customer comments or complaints? One way to find it is through role playing. Call your company and see how your organization responds to customer complaints. Did you feel the company was seriously listening? Were they truly concerned and serious about resolution? The L.A.S.T. resolution method is one process for responding to complaints and keeping customers.
Listen
Before you say anything, hear them out. Listen without interrupting, then rephrase their complaint in your own words to
ensure that you understand the issue. Can you give me a breakdown of what happened? What I heard you say is‌.
Apologize
Sincerely apologize for the problem. Recognize that you failed to fulfill their expectations. I am so sorry for the inconvenience this has caused you. Your time is valuable and this was not our intention.
Satisfy
Offer to resolve the issue. This might be in the form of a refund or some other compensation. At this point it is essential to be impeccable with your word. We would like to offer you 20% off on your project to compensate you for this inconvenience.
Thank
Let the customer know that you appreciate their feedback and value them as a customer. Thank you for contacting us with your concern. We value your business and want to make sure you're satisfied.
The Importance of Making Decisions
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By Suzie Stegic, Professional Organizer
hrough the work of being a Professional Organizer, I have discovered a major road block to change is the inability to make a decision. If you are troubled by making a decision, moving forward and feeling grand about it all simply melts away life's magic.
1. You have 2 choices: to act, or not to act. 2. Separate a piece of paper into 2 columns, and in one column write down what would happen if you take action. On the other side, what would happen if you take no action. 3. Can you live with taking no action?
Not deciding is a decision, and it generally leaves a person feeling rather defeated. In your home it can lead to clutter and disorganization. In your emotional life, it can leave you utterly depressed. Depression and disorganization often go hand in hand. An endless cycle.
I was searching for a way AROUND the problem. I really became an adult the day I decided to act. Being an adult is not always easy. You must be very brave. And the more you make difficult decisions, the braver you become. And that feels solid. And it spreads to all aspect of your life.
Therefore, I am writing about it first thing this year, for it seems to be an epidemic. It is not as inviting a topic as organizing the pantry, but it is the core of my work. The act of making decisions will bring Profound Change and happiness to your life.
Often times, there is no RIGHT ANSWER. Lay it out, use the facts and data at hand, and make your decision. Then, move forward with your beautiful life.
A few years ago, I was faced with a truly awful decision. A pain free solution was not there. In the past, I had always consulted friends, or asked my parents for assistance. But this time it was too big and was solely up to me.
From deciding to keep or sell family treasures, which surgeon to use, to seeking a divorce: gather all the data, lay it out in columns, and consciously go through the process. Take action. And no matter how it ends, be good to yourself. You will know you did your best. It is your life after all!
I sought help by contacting a licensed psychologist. We discussed the issue, and she taught me the process of how to make difficult decisions.
Used with permission.
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Minnesota Communit y Living