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CUSTOMER COMPLAINTS TO CHANGE YOUR ASSET

Dealing with angry customers, will take a lot of time and energy. It is also a major cause of stress at work. To be able to handle angry customers, there are some important points you should consider.

1. THIS IS NOT A PERSONAL ISSUE.

Customers are angry at you, not because of personal problems. They are angry at you, because you are part of the company that they deem not provide proper service. It is important for you to bear it, to keep you not provoked emotions that make the atmosphere become out of control. There is a good idea to observe the motion of the body of your customers. Someone who is angry, will display certain body movements, such as restlessness, flushed face, clenched fist, continued to stare or even avoid eye contact, and others. When you observe these signs, you can prepare when he approached you. Often the situation becomes out of control, because a person reacts too quickly to anger someone. This caused anger he did not expect that customers will happen, so he never got to be ready. If you see a customer with signs of anger as mentioned above, you are mentally prepared to always remember that you CAN control the situation and you have to control yourself. If you follow angry, then you will exacerbate the situation.

2. UNDERSTAND WHAT CUSTOMERS REALLY WANT

An angry customer wants the problem solved. This is only half true. Indeed, they want the problem addressed, but they also want to be understood and heard. They want to channel anger or irritation. A common error is to immediately fix the problem, without listening to and trying to understand why customers become angry. Then what will happen? Customers are still so angry that you are not listening, or are not ready to work clearing the problem. So the common mistakes that are too fast to handle the problem before the customer is “ready”. This causes you to have to explain or ask the same question repeatedly because it is the customers are not ready to listen to you. Listen and show sympathy for your customers, before you start handling the problem.

3. DO NOT BE bureaucratic
In the face of customer anger, do not be stiff / bureaucratic. You must show that you are someone who is trying as much as possible to handle their problems. Speak in a friendly tone. Do not speak in a monotone that shows that you are not interested. Call customers by name, and introduce yourself at the right time. Listen to greeting customers. Repeated his words, to show that you are listening. However, do not interrupt the customer greeting before she finished. Do not just give the answer “It is our policy”. You should also explain why or what the policy objectives were taken.

Dealing with anger and customer complaints well can turn them into assets for you. To remember, the majority of customers who complain are loyal customers who care about your business. Those who want to take the time to complain are those who would use the time to tell you that something is wrong in the product, process or your communications. Customer has issued an effort to contact you and tell how the product, process or your communication does not match their expectations. This is an opportunity for you to express our appreciation for those who have contacted you, and to make internal improvements. If you are able to resolve the problem from a customer complaint, you may also help many other customers, including those that do not contact you. Loyal customers believe that you know what is wrong to then justify it. Loyal customers give you the opportunity to fix the problem. If a customer complains, usually there are several other customers experiencing similar problems. If a customer who complains is angry, it’s a sign they were disappointed. If there is another customer who was disappointed but did not contact you, meaning they have no faith in you. It’s almost certain you will lose them. But you still can retain your customers loyal enough to provide an opportunity for you to respond.

All you have to do next is to improve your customer, then repair the problem. The main priority is to understand the personal effect of the problem to your customer. Perhaps your customer frustration caused by because he felt cheated, or other things that a side effect of its main problems. Listen carefully, to determine how to best meet their needs.

Once you understand the root causes of customer complaints, you can make improvements so that it does not happen again in the future. This is an opportunity to improve your customer satisfaction exponentially! If you can not eliminate the problem, at least you can use your experience to prepare an adequate solution for other customers who have the same problem.

How much money do you spend on advertising, marketing, and sales efforts to attract new customers? How much you are willing to invest in your customers who already have problems as you, but still trust you enough to take care of them?

Keep your loyal customers who take the time to complain. Use the resulting experience to correct mistakes, and plan a response.

As Bill Gates said “Your customers are most unhappy are your best source for learning”.

What makes a person’s success? Certainly many people who say because of occasion. This is true because no opportunity, how can we reach our goals? But did you know that in life there are actually plenty of opportunities? Then why do not we successes as well? Please remember that success is what I mean here is not measured by material within the meaning of a luxury car, stately homes, fine clothes, famous names, sexy beautiful wife, and so on. No! Success I mean this is when we can get and  what we all aspire. When measured in terms of the material then there will not be successful because humans are never satisfied. For players cheat may profit Rp 50,000 is not successful, but try to ask a motorcycle or a rickshaw puller in roadside. Get $ 50,000 a day was a great success! So the problem is in us each. Success and failure that is in us. So Buddha once said, “More and more men desire it more and more people are not free.”

Usually in every workplace you work 5 days a week 8 hours a day but sometimes go up to 10 hours.
What if we reduce the days to 4 Monday through Thursday and work longer hours?
The idea of ​​this change is that although they work more hours per day in the end will be less days to allow our workers to spend more time with your family or at least allow them to if they want to train and study new things.
This proposal is being experienced by some companies in the United States as reported by MSNBC , but also by the governor of Utah to set a time of 4 hours for state employees has produced something very positive to be a better working environment and have increased productivity.
I imagine that business ideas with customer services could take turns rotating to achieve the same effect of 4 hours a week.
Note that the idea is that during the 4 days to compensate for the fifth day with more hours of daily work as if there is no such compensation and as your company can work 4 days this really mean that your company is having more workers than you need as 5 days may work with fewer employees.
Do you dare to make this change in your business? Do you think that would give more benefits to your business?

The first major engagement of Veracruz Development Plan and the government will raise the quality of life of the 15 most vulnerable municipalities of Veracruz and reinforce strategies for progress in the different regions of the state, said Javier Duarte Ochoa governor to meet with Xavier Abreu Sierra, Director General of the National Commission for the Development of Indigenous Peoples.

In a joint press conference, offered coffee in this city known, the State Executive and the staff of the administration of Felipe Calderón, announced the signing of a broad, generous and ordered to channel this year 800 million pesos for performing hydraulic infrastructure, education, housing and production projects for exploiting the marginalization of indigenous communities in Veracruz.

“We will work in coordination with the governor Javier Duarte for the next two years to achieve the common goal of raising the levels of development of marginalized and indigenous areas to make the poorest municipalities in Veracruz can leave the list the 100 poorest in Mexico, “said the CEO of CDI.

Governor Ochoa Javier Duarte stressed that these actions serve to reinforce the strategies and commitments from the government of Veracruz, Veracruz set out in Development Plan 2011-2016, there are set to generate well-being, development and prosperity in Veracruz.

He explained that efforts will be directed toward the CNDPI all indigenous areas, “but somehow, our priority at the moment are these 15 municipal boundaries,” he said.

The president said the relationship Veracruz with the federation and in particular the National Commission for Development of Indigenous Peoples accelerate progress in this goal to rid the vulnerability Ilamatlán, Zontecomatlán, Texcatepec, Filomeno Mata, Calcahualco, La Perla , Aquila, Tehuipango, Mixtlan Altamirano, Soledad Atzompa, Atlahuilco, Los Reyes, Tlaquilpa, Tequila and Soteapan.

“Generate equal opportunity, and not allow that there is a development Veracruz and another in injustice, is a priority of my administration,” he said, indicating that the goal at the end of his administration, will reduce 50% the number of people living in extreme poverty. “

Prior to the involvement of both the XL Regular Session of the Technical Committee for Development Trust in South East (FIDESUR) in the WTC, Duarte Ochoa thanked Xavier Abreu Sierra, Director General of the National Commission for Development Indigenous Peoples, which has come to Veracruz to join the crusade launched by the state government to combat poverty.

His visit comes to support and endorse the support that the federal government has been doing in areas that require further attention, high poverty through investments that generate significant resources, infrastructure, development, progress, integration, welfare and prosperity final day , which is the goal and ultimate objective of my government, the governor said Duarte de Ochoa.

Similarly, said he expects to continue to maintain with the federal and municipal coordination relationship of close ties, results and objectives to deliver results to society.

To encourage the settlement of such micro-level issues should be priorities in promoting access to SME loans to financial institutions. Technically, the Bank must have a specific target market for SMEs as well as the Bank has a target specific markets for big business, but set a target market for SMEs is more complicated than the set target of a large business loan market, it is because:
1. The unavailability of adequate secondary data on SMEs, the available data on the technical services and BPS `woefully inadequate as a consideration in formulating targets SME loan market.

2. Locality factor on the level of district / provincial level even on a smaller region greatly affect the potential development of SMEs, thus the national data would be very able when used in selecting the SME sector.
3. Categorization of SMEs has been based on the sub-sector has been the pattern analysis, but the grouping is essentially for the benefit of `administration (Government & BI) is not the interests of business analysis, the most rational analysis is based on the chain of business and region (the region bounded by the players association is not the territory administration)

Since most SMEs do not have business documents and data on SMEs very little then to be able to extend credit to SMEs, the Bank need to be familiar with the characteristics and patterns of SME business, need other ways of market analysis and potential for the sector on SME lending remains with the approach common corridor.

Problems in defining business objectives are:

• Draw a line between the objectives to be achieved in the future with business conditions and the current business environment, line

isare the target between the stages or workmanship .

• Estimating the environmental conditions or opportunities and challenges in the future so that the target you want to achieve more

realistic.

The next phase to establish a work program in business consolidation program that consists of:

1. Long-term strategy 5 sd. 10 years of vision, mission and:
Market share and positioning
Investment Objective / operational capacity
Target formations and human resources excellence
Target technology development
Target’s financial position
2. 2 to the medium term. 5 years
Plan a depth of product
The design of distribution networks
Investment Plan
Human resources development plan

Until now we’ve only explored the issue, in the business of finding the problem is the first step to solve the problem, the next step is to set priorities problem to be solved or can be set which is used as a problem, It is highly related to the goals and targets to be achieved, because all problems in business comes from the one thing that is the difference between the circumstances faced by the desired. Thus the main activities of the consolidated business is to set goals and targets businesses that want to achieve, explore current issues and who will appear in the future in the process, then finding solutions to problems should be strung together in an integrated work program so that it can be done consistently.

Up here we can probably agree on a problem that must be resolved early stage is the business goals and objectives you want to accomplish in the future or what position your business five or ten years.

Consolidation is to unite all the resources, opportunities and the strength to win long-term competition, Winning the competition means to be the best in serving the needs of consumers / clients present and future. Consolidation is done by evaluating the current business conditions, continued with the development of long-term business strategy, the strategy is made more detailed in the form of planning with the goal of moving into the medium and long term which includes the development of management systems for planning and implementation could be in line, give priorities to the development conducted continuously, market development and efficiency to be carried out systematically benchmark achievement.

HOW DO PROCESS SHEETS

Many things must be done to integrate all resources, opportunity and strength to win long-term competition, you may need to fix the management of operations, or change oreintasi market, revitalization of the machinery and technology, continue product development and others, while the need to consider each activity need resources in a business where resources are always limited. It is management’s job to make priorities, memuntuskan how to do it, when, who is doing what the stages of implementation.

Naturally the business that began with small-scale individual phases of development experience ranging from start up, survive and grow. At the time the company reached the period of growing consolidation with the need to be done seriously, if the statements made half-hearted then the company will experience stagnation or even retreat.

Four phases of business development stage company marked a new start START BUSINESS which the company is still loss, will then be moved into the LAST PERIOD OF LIFE. This period is the continuation of study for the company, lack of experience and business networks that have not grown a management often make mistakes, this period was marked by the sale has not been stable, up and down rapidly, the market has not been strong, sales of small, yet focused clearly, the motivation began labile , often less creative and innovative (product / market), usually businessmen tend closed, weak marketing strategies or even absent and no business management (do not feel the need) as well as the limited capital resources thinning.

Once companies know enough about the business environment, the network begins to form, operational errors begin to decrease the company will enter GROWING PERIOD, characterized by a sharp increase sales quickly, often reject the demand, the market can not fully met, inadequate capacity, generally “over-confidence “(investment is not appropriate), there was little increase in sales due to good marketing strategies, production management does not support (the product failed / rejected increases), not regular business management, working capital is never enough, new competitors emerge (usually at a lower price)

To improve the competitiveness of SMEs required steps together to raise the ability of technology and power inovasinnya. In this innovation means something new for the recipient of SME communities concerned. Economic progress associated with the level of development of ‘technical change’, which means the stage of technological mastery. “Technical change” the greatest part is “tacit” or not codified and built on experience. Also be cumulative (formed by ‘incremental’ and within certain time). When mastery of this technology depends on its industrial sector (‘sector specific’) and the accumulation process to follow a particular trajectory that is typical.

In order for the introduction of technology to produce ‘technical change’ and innovation in the business world take a few conditions:

- The ability of SMEs to absorb, adopt and implement new technology in business.

- The compatibility of technologies (specifications, prices, the level of complexity) to the needs and capabilities of existing SMEs.

- Availability of relevant technical support and quality to the learning process in using the new technology.

For the commercialization of research technologies (especially new discoveries) face many obstacles: sources of technology: technology is capital intensive and does not have economic value, take a long time in the adjustment to market needs, many types of technologies tested in the levels of business, technology commercialization weak incentive system ; mainstream industrial system

Communities generally have a small group of SMEs who are creative and able to take the role of ‘risk takers’. This group tends to be ‘early adopter’ for new technologies. Most tend to wait because they need real proof (‘tangible’) that the new technology can bring benefits. Two aspects of the ongoing inherent in this process is to innovate (‘Innovating’) and learning