13
Jun

Danny O'Malia Part 2

More customer service wisdom from the legendary Danny O'Malia.  In this segment, among other things, Danny shared Joe O'Malia's Instructions on Handling Complaints:

  1. Don't ever give the job to someone who's name's not O'Malia.
  2. Don't ever give the job to someone who can't handle the problem.
  3. YOU do it as long as possible (through October '06!)
  4. goal - 2 Compliments to 1 complaint (they ended up 3 - 1!)
  5. RETURN ALL CALLS UNBELIEVABLE FAST!!
  6. DON'T TAKE IT PERSONALLY!! (It's not about you.  It's about them).
  7. LISTEN! Let them vent.
  8. Ask questions as needed.
  9. EMPATHIZE!
  10. FOLLOW UP!  ALL THE WAY!!

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