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Turning negative customer feedback around

Posted on September 13, 2017 by admin

In a perfect world, every customer your business works with will be pleased with how the transaction went and will want to return to you for future business.

In reality, this isn’t always the case. It is human nature that people make mistakes and there will always be circumstances outside of your control that can lead to a customer not feeling they received what they paid for. Consider the following tips for handling negative customer feedback.

Be responsive
When people feel they have received poor or inadequate service, they can be quick to complain, which they are entitled to do. One thing that can be extremely damaging and can make that person feel even more negatively towards your business is to ignore them. Being unresponsive can come across as arrogant, which can seriously tarnish the reputation of your business. Once a customer has complained, the best thing you can do is to work to rectify and resolve their issue. Doing nothing and failing to respond casts a negative light on the business, particularly with the nature of negative feedback being received on social media platforms where there is an audience.

Apologise and offer a solution
One of the worst actions you can take is to respond aggressively and to take no responsibility for the way in which you have made the customer feel. The best step you can take is to acknowledge they are unhappy with the service they received, apologise for this and assure them that you will contact them, through calling or emailing, or encourage them to come back into the business so that you can resolve the issue for them.

Implement changes
Once you have spoken to the customer who has had negative feedback and worked out how you can resolve the issue for them, it is important that you implement the appropriate changes to resolve it. Saying you are going to and then not doing anything will only make the issue bigger. One common way this occurs is when one employee says they will follow up and take the appropriate action to resolve the issue, but then the next day the issue still hasn’t been resolved, so when the client calls back, they deal with a different employee who has no knowledge of what needs to occur.

Learn from it
To prevent the same issue occurring again in the future, analysing how the negative feedback was dealt with and if it was dealt with efficiently. Evaluate what could be done better or what could be approved upon. Maybe you dealt with and resolved the issue in the end but the procedure in place for following up with and responding to negative feedback could be approved upon. Every negative aspect of business should be analysed and improved upon; that is how your business model will continue to develop and strengthen.

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Tips for incorporating career mentoring into your business

Posted on February 28, 2020 by admin

A career mentorship program involves partnerships between employees to develop professional skills and gain industry knowledge. Due to their requirement for a collaborative effort, career mentoring programs are often seen as powerful development tools for cultivating both leaders and employees within a business.

Whether you are a small business owner or a multinational corporate leader, the implementation of a mentorship program will always be profitable for businesses as not only does it create a harmonious workplace culture, it also helps to attract and retain employees.

As straight-forward as career mentoring sounds, there are a few key tips to keep in mind when building a mentorship program for your business:

Make sure your mentoring program is clearly defined:
To create a successful mentoring program, both mentors and mentees should have a concise understanding of their roles and what they would like to gain from the mentorship. By succinctly outlining the purpose of the mentoring program, mentors and mentees are more likely to keep organised and communicate respectfully with the guarantee of mutual rewards.

There should also be short-term and long-term goals established for all parties involved, including the business. These goals could be the narrowing of particular skill gaps or creating a more open workplace culture. By having these goals set in stone, both mentors and mentees and have a clear direction to work towards.

Personalise the match-making process:
Often times, businesses will match a mentor and mentee together depending on their skill-set and position within the company. While on paper, this may appear to be an efficient process, but the lack of chemistry between a mentor and mentee may prove to be devastating for the workplace environment.

As a result, be sure to involve both mentors and mentees in the match-making process and take into account personality traits. You could do this by asking employees to take a personality test to ensure compatibility in career goals, personal interests and preferred communication methods.

Be involved as a third-party:
Lastly, it is the responsibility of the business to check-in on the progress of mentorship programs in order to understand how mentors and mentees can grow together and what improvements can be made to the program. Remember to always refer back to the long-term goals established and consider the feedback provided by mentors and mentees from the program.

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