课程: Customer Service: Managing Customer Feedback

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Successfully handling negative feedback

Successfully handling negative feedback

课程: Customer Service: Managing Customer Feedback

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Successfully handling negative feedback

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- Elon Musk, the remarkably successful entrepreneur and CEO in companies that have included Tesla, SpaceX and others highlights the importance of negative feedback. "You want to be extra rigorous "about making the best possible thing you can," he says. "Find everything that's wrong with it and fix it. "Seek negative feedback." Managing customer feedback inevitably involves handling negative feedback. In Elon Musk's point, you wanna encourage it. It's some of the most helpful insight you'll get. Here are some rules of the road. First, show up. It's important to respond. Imagine a customer walks into your office and says, "Hey, I have this problem," and no one even looks up from their work. That's how we can make customers feel when we don't respond. Negative feedback could be a ticking time bomb so be sure to establish response time objectives. Next, thank the customer for their feedback. This is especially important with a…

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