[gabrielague]

Thank you for the reply Patrick. In the text book that we have been

reading it mentions you exact approach. It’s called The Rules Of

Complaint Handling. As a professionl would you say these rules are a

good guideline to follow in the real world?

1. Prepare for the encounter

2.Focus 100% on the customer

3.Don’t take it personally

4.Always start with a friendly greeting.

5.Allow the customer to empty his BUCKET.

(you mentioned)

6. Listen with empathy

7.Make sure the customer knows they are heard.

8.Stick with the facts.

9. Understand what is important from the customers perspective.

10.Negotiate a WIN-WIN solution

[gabrielague]

Thank you Matthew. I appreciate the correction and you are right about

customer seeing those little things. You want too have that professional

appearance and I know from experience that spelling, grammar , and clear

communication can go a long way. Again I want to thank you for your help

and good luck with your business.

[gabrielague]

Thanks for the response Tom! Would you say that having a great waiting

room says that the company cares for it’s customers?

[gabrielague]

Hey Tom. The room looks great!! I would love to wait in there. Sorry I

didn’t introduce myself. My name is Gabe and I’m a student doing a

research project on Automotive Management. One of the topics I decided

to cover was customer satisfaction. My question to you is, does the

environment, or the waiting room, play a big role in keeping the

customers returning for business? Does a comfortable place make it more

at ease for customers to wait for their vehicles to be serviced? From

the looks of your waiting room everyone loves to wait for their car. It

looks better than some peoples homes. Your help is much appreciated.

[gabrielague]

Thanks for the response. Have you ever ,I’m sure you have, ever dealt

with a customer that is not satisfied and irate weather it be a new or

especially a loyal customer? If so, what do you do, no matter what

approach you take, they are not happy? Do you try to give them some

kind of future service for free or just send them on their way hoping

they return? I know happy customers are key but sometimes you can’t

please everyone. Every business has these customers. In my opinion it

would seem hard to do in this profession due to the high cost or labor

hours and parts. Would like a free oil change or something of the sort

be a good reinvestment for their supposive troubles? An answer from

any professional will help. Thank you.