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How To Handle Angry ConsumersBy Alexander Gordon When you run a business and deal with dozens of customers on a daily basis, there is always a chance that some of them will not be satisfied with your service. There will be accusations, raised voices and even lawsuits later on.
To defuse the situation and prevent it from escalating into something both sides may regret later on. Here are some tips you can follow.
Talk It Over:
Ask your customer what exactly he is angry about. This will give him a chance to think what exactly his grievance is and maybe calm down. This also signals your sincerity and wish to solve the problem.
Ask the Consumer How You Can Avoid Such Problems In Future:
The best way to show your sincerity in resolving the dispute is to ask the consumer how you can ensure that this does not happen again. Listen carefully to whatever suggestions she may give. The consumer will be satisfied that you did not intentionally cause harm, and you will get suggestions on how to improve your services.
Don’t Fight Over the Phone:
The biggest no-no, when it comes to handling
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Fruit of the Loom partners with Goodwill As part of the product launch of its new Fruit of the Loom Gray Sole sock product for men, Mt. Airy-based Renfro Corp., Fruit of the Loom?s sock licensee, is partnering with Goodwill Industries International
Through July 31, Renfro will donate $1 to Goodwill for every ?like? it receives on its Facebook page www.facebook.com/fruitsocks. The goal is to raise $100,000, to support career services at Goodwills in communities nationwide. At a time when the unemployment rate hovers around 8 percent,...<div class="feedflare">
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</div>Elon names Raghu Tadepalli new business school dean<img src='http://assets.bizjournals.com/triad/news/raghu_tadepalli_hires-5-0-315-309*100.jpg?v=3'>Elon University has named Raghu Tadepalli the new dean of its Love School of Business, according to an announcement.
Tadepalli will take over as dean on July 1. He comes from Babson College in Massachusetts, where he is Murata Dean and professor of marketing at the F.W. Olin Graduate School of Business.
At Babson, Tadepalli oversaw a major overhaul of the MBA curriculum and has also contributed to many peer-reviewed journals in the areas of cross-cultural ethics, performance evaluation and sales.
?Raghu...<div class="feedflare">
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</div>Kirkland Construction wins Elon softball field projectHigh Point-based Kirkland Construction has been selected to build a new softball stadium at Elon University for an undisclosed price.
The project, which includes the field, fencing, press box and bathrooms, is part of Elon University?s $250 million in construction plans, which include adding nearly 1,600 beds and expanding academic facilities for science and communications.
Doug Dreyer, vice president of business development for Kirkland, said the Hunt Softball Complex is slated for completion...<div class="feedflare">
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</div>Syngenta expanding in AfricaAgribusiness giant Syngenta plans to invest more than $500 million in an effort to expand food production in Africa and grow to $1 billion in sales on the continent over the next ten years.
The Swiss firm, which has one of its two North American headquarters offices in Greensboro, plans to recruit more than 700 employees and develop new distribution and production channels to serve the African market. The goal, the company said, is to reach over 5 million farmers and enable productivity gains of...<div class="feedflare">
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</div>Would the Bryan Foundation ever fund a Greensboro performing arts center?The fact the Joseph M. Bryan Foundation might soon see an influx of cash from the sale of NewBridge Bank Park may bring some hope to supporters of building a performing arts center in downtown Greensboro.
Building such a center would depend upon generating about $20 million of private sector support for the project estimated to cost $50 million, and the Bryan Foundation has been generous with downtown projects in the past.
But as I gathered information about the potential ballpark sale to the owners...<div class="feedflare">
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dissatisfied customers is to try to shout them down over the phone. If the customer has a complaint, insist on meeting her and talking it out instead of yelling over the phone.
Third-Party Mediation:
Third-party is not useful only in politics but also in business. Involve a third person to listen to both sides and help you reach a settlement. This will also help the warring sides calm down, since people are reluctant to battle it out, when there are others watching.
Be Inclusive:
Whatever the consumer’s complaint might be there, be sure that your tone and language suggest that it is your problem, too. Try to minimize the use of "you" and employ the word "us." This will passively help you steer the conversation toward less acrimonious channels.
Ask the Consumer for a Solution:
Ask the consumer what she would like you to do about the situation. If the consumer is being unreasonable, then being forced to imagine herself in your shoes may make her stop and think. On the other hand, if the customer has a genuine cause for complaint, then this action on your part may show her that you are sincere about resolving the issue.
In order to handle angry consumers, you need tact. It is best not to yell back, in case the consumer starts shouting. However, in case you do feel your temper rising, count to ten before replying. Employ the help of a third party to listen to both sides and help you come to a settlement.
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Article Source: http://EzineArticles.com/?expert=Alexander_Gordon
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St. Elizabeth joins radiation safety campaign
St. Elizabeth Healthcare has joined a national effort to promote radiation safety in medical imaging.
The campaign, called Image Gently/Image Wisely, is based on revamped American College of Radiology guidelines. It applies to both adult and pediatric patients.
The initiative ?originated from a need to educate our patients, physicians,
and our community to ensure that we take the necessary steps toward reducing unnecessary radiation exposure and still meet our top-quality care patients have...<div class="feedflare">
<a href="http://feeds.bizjournals.com/~ff/bizj_cincinnati?a=ojcAO9lL5Yc:mVoMgPks3Bc:yIl2AUoC8zA"><img src="http://feeds.feedburner.com/~ff/bizj_cincinnati?d=yIl2AUoC8zA" border="0"></img></a> <a href="http://feeds.bizjournals.com/~ff/bizj_cincinnati?a=ojcAO9lL5Yc:mVoMgPks3Bc:V_sGLiPBpWU"><img src="http://feeds.feedburner.com/~ff/bizj_cincinnati?i=ojcAO9lL5Yc:mVoMgPks3Bc:V_sGLiPBpWU" border="0"></img></a> <a href="http://feeds.bizjournals.com/~ff/bizj_cincinnati?a=ojcAO9lL5Yc:mVoMgPks3Bc:F7zBnMyn0Lo"><img src="http://feeds.feedburner.com/~ff/bizj_cincinnati?i=ojcAO9lL5Yc:mVoMgPks3Bc:F7zBnMyn0Lo" border="0"></img></a> <a href="http://feeds.bizjournals.com/~ff/bizj_cincinnati?a=ojcAO9lL5Yc:mVoMgPks3Bc:qj6IDK7rITs"><img src="http://feeds.feedburner.com/~ff/bizj_cincinnati?d=qj6IDK7rITs" border="0"></img></a>
</div><img src="http://feeds.feedburner.com/~r/bizj_cincinnati/~4/ojcAO9lL5Yc" height="1" width="1"/>Procter & Gamble alumni still claiming top jobs
They are a helpful bunch, former employees of Procter & Gamble Co.
It?s been about a month since we asked for help in updating our list of P&G alumni who claimed top leadership posts with other companies.
And we?re happy to report that our list has grown by 20 people. It?s now over 200 and hopefully still rising. Among the new names on the list are Brian Driscoll, recently announced as CEO of Diamond Foods Inc., and Tom Moore, CEO of the Princeton, N.J.-based biotech firm, Advaxis. He?s...<div class="feedflare">
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</div><img src="http://feeds.feedburner.com/~r/bizj_cincinnati/~4/aRVuwj2skUk" height="1" width="1"/>Macy's CEO Lundgren: 'The customer is voting with us'
<img src='http://assets.bizjournals.com/cincinnati/blog/Terry_Lundgren_Macys*100.jpg?v=1'>The Macy?s Inc. annual meeting today was a celebration of the retailer?s rebirth.
Chairman and CEO Terry Lundgren noted in prepared remarks that Macy?s began its reorganization in 2008 and 2009 and became ?an all-new company.?
?Fast-forward to today. The customer is voting, and they?re voting with us because our year has been quite good,? he said.
Quite good, indeed. The Cincinnati-based department store chain (NYSE: M) has grown sales by more than $1 billion in each of the last...<div class="feedflare">
<a href="http://feeds.bizjournals.com/~ff/bizj_cincinnati?a=ryG89ytUJnQ:HoWFlh3k5Ik:yIl2AUoC8zA"><img src="http://feeds.feedburner.com/~ff/bizj_cincinnati?d=yIl2AUoC8zA" border="0"></img></a> <a href="http://feeds.bizjournals.com/~ff/bizj_cincinnati?a=ryG89ytUJnQ:HoWFlh3k5Ik:V_sGLiPBpWU"><img src="http://feeds.feedburner.com/~ff/bizj_cincinnati?i=ryG89ytUJnQ:HoWFlh3k5Ik:V_sGLiPBpWU" border="0"></img></a> <a href="http://feeds.bizjournals.com/~ff/bizj_cincinnati?a=ryG89ytUJnQ:HoWFlh3k5Ik:F7zBnMyn0Lo"><img src="http://feeds.feedburner.com/~ff/bizj_cincinnati?i=ryG89ytUJnQ:HoWFlh3k5Ik:F7zBnMyn0Lo" border="0"></img></a> <a href="http://feeds.bizjournals.com/~ff/bizj_cincinnati?a=ryG89ytUJnQ:HoWFlh3k5Ik:qj6IDK7rITs"><img src="http://feeds.feedburner.com/~ff/bizj_cincinnati?d=qj6IDK7rITs" border="0"></img></a>
</div><img src="http://feeds.feedburner.com/~r/bizj_cincinnati/~4/ryG89ytUJnQ" height="1" width="1"/>Social Madness contest starts June 1
A big thanks to the dozens of Cincinnati-based businesses that signed on to participate in our first-ever Social Madness Challenge presented by Capital One Spark Business. The nomination period is officially closed and 70 companies signed on to compete.
American City Business Journals, the parent company of the Business Courier, is in the process of reviewing and approving nominations. The next phase of the competition begins on June 1.
Companies will be judged based on votes on bizjournals.com,...<div class="feedflare">
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negotiation to resolve differences conducted by some impartial party
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