Category Archives: Complaints/How To Handle Complaints/How To Complain

COMPLAINT MANAGEMENT

How To Handle Complaints: Know The Magic Question When you receive a complaint, here’s a magic question and a template that almost always changes the tone of the interaction. First, listen attentively to the complaint, and do not interrupt except … Continue reading

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Complaints: What To Say When You Can’t Meet Expectations

How Do You Say No When You Can’t Meet Expectations? How do you tell your boss or a customer that you can’t meet their expectations? Here’s some good advice from communication strategist Ken Futch, based on his experience when he was one … Continue reading

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Abraham Lincoln on Failure

Be Careful What You Say When You Think You’ve Failed: Cautionary Tales from Wilbur Wright and Abraham Lincoln   By Gene Griessman, Ph.D. In 1900, the Wright brothers left Kitty Hawk earlier than they had planned, sad and discouraged.  They … Continue reading

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Customer Service: Complaints

Deal With Complaints ASAP. If you don’t respond quickly to a complaint, you’ll soon have two complaints: the original complaint plus another complaint about your delay. With more and more potential customers who use the Internet checking on reputations, keeping … Continue reading

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WHAT YOU SAY WHEN SOMEONE COMPLAINS: A MAGIC QUESTION

MAGIC QUESTIONS “WHAT CAN I DO TO MAKE THIS RIGHT?” By Gene Griessman, Ph.D. When you receive a complaint, here’s a formula that almost always changes the tone of the interaction. First, listen attentively to the complaint, and do not … Continue reading

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COMPLAINTS CAN BE GOOD FOR YOU

WhatYousay WHEN SOMEONE COMPLAINS Many highly successful people and companies deliberately invite complaints.  They view complaints as a resource to help them become more efficient, more effective. Here are four rules to follow when receiving a complaint: One.  Look at … Continue reading

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THE POWER OF A SMILE

By Gene Griessman, Ph.D. A compelling smile is one of the most powerful of all communication tools. General Bernard Montgomery said of Eisenhower’s smile:  “He had only to smile at you, and there was nothing you would not do for … Continue reading

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How To Handle Complaints

How To Handle Complaints By Gene Griessman, PhD, author of ”Time Tactics Of Very Successful People” and “Lincoln And Obama” Many highly successful people and companies deliberately invite complaints.  They view complaints as a resource to help them become more … Continue reading

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How Abraham Lincoln Rebuked A General

How To Give Criticism: A Letter-writing Lesson From Abraham Lincoln By Gene Griessman, Ph.D. The leadership skill of President Abraham Lincoln plus his letter writing ability evident when he wrote a masterpiece of a letter to General Joe Hooker.  That … Continue reading

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