[epub] Re: Ezine Subscriptions

[Ravi Jayagopal <Ravi@xxxxxxxxxxxxxxxxxxx>]

Avril Harper wrote:
>expensive to continue mailing these by snail mail) - but I go one step
>further in that I also remove names of people who have for whatever reason
>given me a really hard time, primarily where a product has been returned for
>refund with the odd insult or nasty remark thrown in for good measure.  I

Personally speaking, the challenge of Customer Service lies
in calming down the irate customer without losing him for good.

He's unreasonable, may be, but in my 8 years of business
experience, the most irritable, short-tempered, forever-
complaining customers have been the most long-standing
customers who have given me the most business.

They are heavy maintenance, no doubt, but we should realize
that they are probably complaining because they want better
service the 'next' time.

That means, they *will* come back with more business.

The really nasty ones never complain. They just
buzz of, never to come back, and they're also the ones
who spread really nasty stories about you and cause
your business and image more harm than any body else.

So, no matter how dissed-off I am with a customer,
I'm kinda glad in a strange kind of way that he is
actually complaining (the unseen enemy is the worst)
and I try to do whatever it takes to cool him down,
and bring him back to give me more business.

Of course, this is not a universal rule, but applies
to most cases.

Ravi
Domain Names so CHEAP even your DOG will want one!
http://www.CheapDomains.ws




>Yes, I agree wholeheartedly with you.  It does pay to clean one's own list
>now and then, mainly to remove non-productive names and goneaways (very
>expensive to continue mailing these by snail mail) - but I go one step
>further in that I also remove names of people who have for whatever reason
>given me a really hard time, primarily where a product has been returned for
>refund with the odd insult or nasty remark thrown in for good measure.  I
>believe most traders are fair, and honest, and don't need to be insulted or
>threatened with being reported to the consumer trading authorities just to
>ensure a refund does ensue.  After all, most of us give refunds, willingly,
>without being threatened, abd that is how it should be.  Somehow the odd
>threat just spoils my entire day.
>
>Avril Harper


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