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Vengeful Customers The Biggest Threat to Today’s Businesses, Says Customersatisfaction.com
Customer Service Mediation Program Can Help, Says Dr. Gary S. Goodman
Goodman, the best-selling author of Monitoring, Measuring & Managing Customer Service and a dozen other books is issuing a heads-up to companies, large and small.
“It’s easy to satisfy customers from heaven. It’s those from other places we need to pay more attention to and disarm before they torpedo us,” Goodman warns.
Goodman cites the example of a very successful small company that failed to mollify a handful of its most vocal critics, who took it upon themselves to hobble the business.
“They posted their complaints online, repeatedly calling the business a ‘scam’,”
This defamatory campaign cost the company about a half-million dollars per month in canceled sales, when new customers Googled the firm.
Making matters worse, the company came under investigation by the Federal Trade Commission, which was a major distraction and resulted in astronomical legal bills and a dispirited employee base.
According to Goodman, these nearly ruinous outcomes were preventable, if the victimized company had put a customer service mediation program into place.
“This is an emergency protocol for handling potential customers from hell,” Goodman explains.
In a customer service mediation program, Customersatisfaction.com trains its clients to unobtrusively identify “high-risk customers,” those that are most likely to “Go-Internet”
“In the most risky cases, Customersatisfaction.com is asked to step-in to mediate the dispute,” Goodman says.
Goodman, a PhD in Communications from the Annenberg School at USC, a Loyola-trained lawyer and mediator, and a Peter F. Drucker School MBA, says Customersatisfaction.com has the necessary staff and skill sets to provide damage control and to prevent customer complaints from getting out of hand.
For more information, Gary Goodman can be contacted at: firstname.lastname@example.org or phoned at: (818) 970-GARY (4279).
Page Updated Last on: Apr 12, 2013