Responding to Complaints

Written by Jennifer Stewart

It's possible that, inrepparttar course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....

There are two ways you can go about this:

You can stand up for your rights (and loserepparttar 129848 customer and any possible referrals) You can keep your temper and keep your customer

Replies to Complaints

Most businesses these days have (or should have) as their policy thatrepparttar 129849 customer is always right. It's far better business sense to replace a couple of items which don't need replacing - and reaprepparttar 129850 reward of customer satisfaction and possible referrals - than to insist on your rights and lose unknown numbers of customers and referrals.

So,repparttar 129851 aim of your response to an irate customer is to find out what he / she wants and to give it to him / her. Even ifrepparttar 129852 request appears to be entirely unreasonable, what you earn in Brownie Points, often makes up for what you lose in replacingrepparttar 129853 item (unless of course it's a Maserati orrepparttar 129854 like!).

1. Express regret - sincerely (don't say ...we can't understand how this happened... because this implies thatrepparttar 129855 customer is careless or stupid - since no-one else has had this trouble).

2. Explain howrepparttar 129856 trouble occurred (the customer is entitled to know what went wrong- this also reflects well on your business, since it shows that you've takenrepparttar 129857 complaint seriously enough to investigate it thoroughly - and we all like to be taken seriously!).

3. Tellrepparttar 129858 customer what you are going to do to rectifyrepparttar 129859 situation -repparttar 129860 best thing to do is exactly whatrepparttar 129861 customer said he / she wanted. If this is totally impossible, suggest a viable alternative.

Sometimesrepparttar 129862 customer will be at fault - by forgetting to include a correct address, or leaving outrepparttar 129863 cheque.

Again, don't write anything, which might makerepparttar 129864 customer feel silly.


Written by Tim North

Which is better usage: USA or U.S.A.?

The punctuation of abbreviations is an area that is subject to considerable differences of opinion. For example, as demonstrated byrepparttar question above, not everyone agrees on when (or if) to use full stops.

It's an indication of just how confused this area is that evenrepparttar 129846 basic terminology isn't agreed upon. You'd think that a simple term like abbreviation was easy to define, wouldn't you? Sure you would, yet some camps distinguish between abbreviations and contractions (giving each different punctuation rules), while others lump everything in together as abbreviations.

A common definition of abbreviation goes something like this:

An abbreviation is a shortened version of a word or phrase and is often followed by a period. For example, c.o.d., ft-lb, St. or publ.

Unfortunately, there is rarely any cogent explanation of what is meant by "often followed by a period", so just *when* does an abbreviation take a period, and when doesn't it?

In an effort to provide clear answers to these questions, I presentrepparttar 129847 following more precise definitions:

An ABBREVIATION is a shortened form of a word that does not includerepparttar 129848 full word's final letter.

Cont'd on page 2 ==> © 2005
Terms of Use