Aaron Weiche, Don Campbell and Mike Blumenthal share best practices on customer complaints and how to deal with them.

1. Welcome
Customer Webinar – June 2016

2. The Team…

3. The Team…

4. Last Webinar, We Covered…
1. New GetFiveStars Features
2. Improving Your Email Response Funnel
3. Q&A

5. Webinar Agenda
1. Customer Complaints
2. Zapier Integrations
3. Q & A

6. 1. Most unhappy customers don’t
complain, they just don’t come back
2. A complaint is a buying signal
3. A complaint is private, between you
and your customer
4. A complaint resolved will keep your
customer 70% of the time
5. A complaint is a way to learn what
needs to be improved
5 Good Things About Customer Complaints
https://www.getfivestars.com/blog/5-good-things-customer-complaint/

8. 1. Customer service & employee
behavior – 57%
2. Low product quality, speed & high
prices – 21%
8 Things That Really Cause Consumers to Complain
https://www.getfivestars.com/blog/what-makes-consumers-complain/

9. 8 Things That Really Cause Consumers to Complain

10. What Do You Lose When Things Go South?
1. Most unhappy customers are silent
2. Complaints give you a chance!
https://www.getfivestars.com/blog/survey-happens-things-go-south-lose-customers-ever-know/

11. What Do You Lose When Things Go South?

12. Are We as Good as We Think?
1. What small businesses think vs what
consumers think…
2. Are you seeing your customer service
clearly?
3. The danger of bias in customer service
4. Stay open to your customer’s point of
view
https://www.getfivestars.com/blog/are-we-as-good-as-we-think/

13. Are We as Good as We Think?
1. What small businesses think vs what
consumers think…
2. Are you seeing your customer service
clearly?
3. The danger of bias in customer service
4. Stay open to your customer’s point of
view

15. How Quickly Should a Business Respond?
1. Start and control the process
2. Set a complaint response and
resolution time
3. Make complaints easy
https://www.getfivestars.com/blog/quickly-business-respond-complaint/

16. How Quickly Should a Business Respond?
“If the customer remains angry, capture their info and call them back. Give them a
short time frame. Trying to resolve a problem with an angry person will be far too
difficult.”

17. How Quickly Should a Business Respond?

18. 8 Steps for Dealing With a Customer Complaint
1. Own the issue
2. Respond quickly to all complaints
3. Really hear your customer
4. Explain what went wrong
5. Use timeouts 
6. Act to resolve the situation
7. Reward them for their effort
8. Follow up with your customer and ask
how you did with their complaint
https://www.getfivestars.com/blog/8-steps-for-dealing-with-customer-complaints/

20. Google Plus Review URLs

21. Google Review URL

22. Zapier - No-Code Required Integrations
With over 500+ Apps!

23. Zapier - No-Code Required Integrations

24. Zapier - No-Code Required Integrations

25. Questions, Discussion?
Thank you!
support@getfivestars.com
(Webinars are MONTHLY in 2016)