Josh Liebman Encourages Running Toward Complaints Not Away From Them

When it comes to receiving complaints, there are many people who would view this as a negative occurrence. However, Josh Liebman encourages companies to seek out complaints, saying that there are likely many other people who feel the same way, but will never say anything. Without complaints, you never know what needs improving. Shep speaks with Josh Liebman, an expert in handling complaints. Josh is a fanatic about the benefits of hearing complaints. He encourages companies to seek out constructive criticism in order to improve their way of doing business. Josh also explains how to recover from service failures and gain loyal customers. If you have customers (and I know you do), this this is a powerful must-listen-to episode of Amazing Business Radio! Top Takeaways: In addition to amazing information about mystery shopping and managing customer complaints, Josh Liebman shares his LTAST formula for managing service failure: • L – Listen: Understand and process the complaint. Validate the customer’s comments even if you don’t agree with what is being said. • T – Thank: Thank the customer for the complaint. Don’t get defensive. This will tear down the wall between you and the customer. • A – Apologize: Apologize, but don’t apologize for the cause of the complaint; apologize for the effect. If you apologize for the cause, this only places blame on someone or something. • S – Solve: Provide specific service recovery that fits the complaint. • T – Thank: Thank the customer again, this time for the opportunity to make it right. Also, thank them for future business that will result because of the solution. About: Josh Liebman is the Director of Business Development at Amusement Advantage, Inc. (http://www.amusementadvantage.com/). In this role, Josh has enabled numerous attractions to improve how they meet and exceed expectations, and then follow through by harnessing satisfaction and converting it to lifelong loyalty. With more than 12 years of experience in the Hospitality, Tourism, and Attractions Industry, Joshua specializes in guest experience training, feedback analysis, mystery shopping, and quality assurance consulting. Learn more about your ad choices. Visit megaphone.fm/adchoices

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Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels.