Management Blog

Your Personal Success Story

We often feel more responsible for our failures than our successes

Individuals are very modest and sometimes can't see that they have achieved many personal successes in their life. Remember you don't have to have made a million or become Prime Minster to be considered a success! Think positive and creat your own success in life by learnign and trying new things.

Also why not try listing your own personal success stories such as:-

I learned to walk| I learned to ride a bike| I learned to swim| I passed my exams| I learned to drive| I raised healthy children| I learned to read & write|I helped a friend with a problem|I scored a goal in football|I lost weight|I learnt a foreign language

You'll increase your feeling of self-worth and self-esteem significantly by undertaking this exercise.

If you believe you can, or if you believe you can't, you're right - what you think about comes true

For more information on advice and guidance courses visit the Call of the Wild website

The Causes of Customer/Client Dissatisfaction

Some of the most common causes of complaints may stem from the following issues:-

-    Delays an queues
-    Prices
-    Opening and closing times of facilities
-    In accurate/misleading information or lack of information
-    Advertised facilities or services not available
-    Services not delivered as agreed
-    Behaviour of other customers
-    Perceived rudeness or indifference of employees
-    Quality of facilities or services
-    Presentation of food and beverages
-    Standards not meeting expectations

It is estimated 90% of dissatisfied customers/clients do not make a complaint. Why?

Resolving Problems

(i) Know your organisations policies

Make sure that you are familiar with your organisation’s policies and procedures and that you aware of the limits of your authority

(ii) Don’t take complaints personally

You may not be responsible for the problem but you are a representative of your organisation

Remain Calm and in Control

Even if someone is shouting at you, it is vital to stay calm. Don’t raise your  voice or get angry

(i) Listen to what your Client is saying

Let the client/customer tell you about the problem and listen all the way through. Find out what has happened or not happened

Apologise

Even if you don’t think the client/customer has a valid complaint or it is not your organisations’s fault, apologise for the fact that they are dissatisfied. Empathise with them

(i) Share Information and Show Initiative

If you don’t have the authority to deal effectively with the complaint refer it quickly to someone who does

(ii) Find out what the person wants

Don’t second guess the customer. Let them tell you exactly what they want to happen next.

(iii) Suggest Alternatives

Where appropriate offer the customer a range of options but never suggest alternatives you cannot deliver

(iv) Agree on a solution

Agree what is to happen next and check the client/customer is satisfied with this action

(v) Follow Through

Ensure that the agreed course of action is carried out as soon as possible

(vi) Thank the Client/Customer

Let the customer know that you appreciate the opportunity to resolve the problem. Thanks them for bringing it to your attention

(vii) Pre-empt the Situation

If you anticipate a problem , avoid complaints by forewarning the customer.

For information on Call of the Wild's advice and guidance courses visit the website

Portsmouth Schools conference. Call of the Wild

Call of the Wild delivering a change management workshop.

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