Customer complaints can be delicate. How you deal with an unsatisfied customer will shape their opinion of the company.
At Disney, Lee made sure managers knew to never get defensive with guests. Never try to win the argument with a customer.
Your goal with a complaining customer is to win them over. Make them happy before they leave your business.
Remember, emotional feedback from a customer will help you realize where you need to improve. Understanding where you need to improve will help you move from good to great.
It is not the problem that gets you in trouble, it is how you solve it.
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Well another Great Podcast! Thank you. And I have to tell you that you were spot on with your comment about the Airlines. Just yesterday I had a run in with American airlines who canceled a flight I booked back in May on US AIR for a vacation in October. They decided to cancel the flight and now instead of a direct flight I have a one stop with no seat assignment. Now my wife and I are going to be in two different rows. And there response to me was oh well. That was a result of our merger! Ugh!!! I think I am going to write an email to the CEO and suggest he send his customer service people to the Disney Institute so they can learn what REAL customer service is all about.
Thanks again and have a Magical day,