Retailing Smarts: Providing Personalized Customer Service Big Book

While Building a Continuing Relationship is tailored towards those in retail, anyone in outside sales can benefit from the book's tips in handling customer complaints. The booklet's main theme is using the acronym "THANKS" in addressing customer complaints: T - Thank the customer. By doing this, the customer is put at ease and shows appreciation for his business. H - Hearing the problem. Allow the customer to fully state the and be prepared to be a good listener. A - Apologize. By apoligizing for the customer being upset, you are not accepting blame but instead are acknowledging the customer's displeasure. K - Know a solution. Find out what solution best satisfies the customer. S - Solve the problem. Resolve the complaint not to get rid of a nuisance. Instead, take action to retain the loyalty and trust of a valued customer. In summary, a good and brief reminder of the importance of taking care of the customer in the sales process.