How to repair or improve customer service?

Question

I had a company, that was plagged by alot of unhappy customers. I would like to know if there are any books or suguestions that help repair resentment by customers.

Answer 1

The best way to improve your customer service is for the owner or COO, manager, to know what is going on in every department. I have been there and am proud to say in 60 yrs of retail business I never had an unhappy customer over three minutes.  Some of them were an initial cost to correct but they sent me business ten fold.  

Treat customers as if they are the most important people in the world.  Walk the sales floor and visit with them asking thier opinions.  Make them SPECIAL for they ARE!!!

God Bless

Always be honest with yourself and your customers.  Listen intentley to their complaints and if you can rectify that complaint ON THE SPOT!!!!!  even if it cost you extra.  The customer will be beholding to you forever!

Answer 2

Listen to thwm. Alot of venting for sure buy get as many details possible.

Try to placate them as best you can w/o losing your shirt

Most important;y, dog feep WHY they are upset /   from there, fix it.