10 Tips To Profit From A Resignation
August 25, 2008 Resignations, Retention No CommentsFirst time here? I hope you'll consider subscribing via RSS feed (it's free). Thanks for visiting!
“Sital, I will back you on every decision you make whilst dealing with an unhappy customer – even if we lose them. But only if you have handled them in the right manner.
They may go away being unhappy with your decision – but they should always leave feeling they were listened to, dealt with professionally and fairly. That’s the way we can profit from every complaint”
This is a quote from my first manager at the start of my career with the UK retailer Marks & Spencer (M&S).
When I joined M&S as a graduate management trainee in 1993, my first few weeks involved being indoctrinated with the M&S philosophy on customer service.
One point that was constantly drummed into us was to “profit from every complaint“ and “profit from every lost customer.”
This is very relevant to the way you handle resignations.
