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Summer is Coming - Are your Staff Prepared to Deal With Difficult Situations?

With a busy summer season just around the corner, making sure your staff knows how to deal with customer complaints or other challenging situations should be top of mind. One of MTEC's most popular workshops is Handling Difficult Situations. As a business owner, manager or supervisor, you will learn how important these skills are for your staff, your customers and your business.

Statistics show that only 4% of dissatisfied customers ever complain. This means that a business may never hear from 96% of its customers and of those customers 91% just go away because they feel that complaining will not do them any good. It costs five to six times more to attract new customers than to keep old ones. Additionally, customer loyalty and the lifetime value of a customer can be worth up to 10 times as much as the price of a single purchase.

The good news is that businesses that provide superior customer service and achieve customer loyalty can charge more, realize greater profits, and increase their market share. In fact, you can gain an average of 6% a year in market share simply by providing quality service, satisfying and keeping your customers.

Properly handling a difficult situation ensures that the customer's needs are met, making them feel valued. When this happens, they usually turn into long term customers. Research suggests that there is a connection between customer retention and profitability. Long term customers tend to: buy more, are predictable, usually cost less to service than new customers, tend to be less price sensitive, and may provide free word-of-mouth advertising and referrals.

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