Fielding Customer Complaints

Michelson Jr., Michael W.
December 2005
American Salesman;Dec2005, Vol. 50 Issue 12, p22
Trade Publication
Presents suggestions for salespeople on dealing with customer complaints. Need to encourage feedback from customers; Consideration of complaints as a way to provide customer satisfaction; Use of consumer complaint as an opportunity to extend good service to maintain a cherished relationship.


Related Articles

  • Why bad is very good. Kilcarr, Sean // Fleet Owner;Mar2010, Vol. 105 Issue 3, p30 

    The article looks at the positive side of negative feedbacks coming from customers. It stresses that negative comments are golden opportunities to rectify the error in question and create substantial improvements. It further cites that what customers will say regarding one's service is important...

  • Turning Complaints Into Cash. Michelson Jr., Michael W. // American Salesman;Dec2003, Vol. 48 Issue 12, p22 

    Presents suggestions for dealing with customer complaints and for transferring ill feelings into customer loyalty. Percentage of silent dissatisfied customers who will not buy from the salesperson again; Discussion on how salespeople can handle customer complaint; Reason for addressing the...

  • Connecting Through Conflict: 5 Ways Great Connectors: TURN ANGRY CLIENTS INTO HAPPY ONES. Kuzmeski, Maribeth // Life Insurance Selling;Dec2009, Vol. 84 Issue 12, p54 

    The article provides information on how to effectively handle conflicts, resolve issues and stay connected with customers when the relationship in business is not doing right. It suggests that instead of giving a defensive response when encountered with difficult situations with clients,...

  • Hello? Can you hear me now? Hosford, Christopher // B to B;1/15/2007, Vol. 92 Issue 1, p17 

    The article gives information on various new methods being used by companies to measure customer satisfaction. Understanding the needs of customer and approaching them is a new theory of marketing. Asking the customers to recommend their needs is another method adopted to identify the promoters....

  • Communication is the key to customer success. Bergin, Sarah // Transportation & Distribution;Mar97, Vol. 38 Issue 3, p82 

    Focuses on the need for companies to use customer feedback in customer satisfaction measurement (CSM). Barriers to the successful implementation of CSM programs; Use of cost benefit analysis; Total organization buy-in; Factors needed in the use of customer feedback.

  • Customer Surveys: A useful yet often neglected tool. Gregory, Shirley Siluk // Sell!ng;Dec2000, p1 

    Offers suggestions on how to gather and respond to customer feedback. Approach that can be used for finding out what is really on a customer's mind; Points to consider before making a survey among customers; Pitfall in gathering feedback.

  • Listen to the voice of the customer. Brooks, Ian // NZ Business;Oct2012, Vol. 26 Issue 9, p74 

    In this article, the author discusses the importance of listening to the customer as it can be harnessed to make a business more successful. He states that one should analyze the comments of the customers in order to take the maximum advantage of customer feedback. He further states that a...

  • Make Like An Ostrich- Lose That Sale.  // American Salesman;Aug2001, Vol. 46 Issue 8, p23 

    Stresses the importance of customer service skills for sales personnel. Type of behavior involved in selling; Challenge posed by a dissatisfied customer to a sales personnel; Viewpoint sales personnel should take regarding customer complaints; Examples of good customer services that should be...

  • Brands should embrace customers who complain. Chahal, Mindi // Marketing Week (Online Edition);1/16/2013, p7 

    The author describes how companies should deal with customers who complain. Andrew Aldred, head of marketing at mycustomerfeedback.com suggested that customer grievances can be an immediate and free source of insight available to businesses on a daily basis and that customer service and...


Read the Article

Other Topics