Customer Happiness

How to Manage Customer Complaints

People will always complain. The question is “Is the complaint reasonable?” If it is, then you had better be ready with your apologies, not your excuses. If it is not, then you are going to have to be diplomatic. If the customer is king in your business then you cannot afford to mismanage customer complaints. If you do it will affect your current business, repeat business, your reputation and your company’s brand. Tough Customers Some people complain about nothing, all the time. Others keep their mouths shut and suffer in silence. Trouble makers simply don’t care at all. Some people make verbal complaints; face-to-face, by telephone or through third parties. Other people make complaints in writing; email, letter or even through a lawyer. If you have a particularly tough customer they might...

How to Use Your POS System to Improve Customer Service 

Providing good customer service is not just about wearing big smiles or being patient with fussy customers – it is also about getting to know your customer’s likes and preferences and adapting your service to suit them. But how do we get to know our customers beyond small talk and half-hearted feedback responses? After years of being an owner of a small and humble coffeehouse, I have discovered the many ways that the point-of-sales (POS) system can provide such insights for your business. Read on if you want to find out how! 1. Getting to Know What They Want