Customer Service

Get Hug Your Haters: How to Embrace Complaints and Keep Your PDF

By Jay Baer

ISBN-10: 1101980672

ISBN-13: 9781101980675

ISBN-10: 1469034948

ISBN-13: 9781469034942

Haters are usually not your challenge. . . .
Ignoring them is.

 
Eighty percentage of businesses say they carry out­standing customer support, yet in simple terms eight percentage in their clients agree. This publication can assist you close up that hole through reconfiguring your customer support to carry knockout stories.
 
The near-universal adoption of smartphones and social media has essentially altered the technology of lawsuits. Critics (“haters”) can now exhibit their displeasure quicker and extra pub­licly than ever. those traits have ended in an total raise in proceedings and a trust via many companies that they've to “pick their spots” whilst deciding upon to respond to criticisms.
 
Bestselling writer Jay Baer exhibits why that technique is a huge mistake. according to an exten­sive proprietary learn of the way, the place, and why we bitch, Hug Your Haters proves that there are sorts of complainers, each one with very differ­ent motivations:
 
·Offstage haters. These humans easily wish suggestions to their difficulties. They bitch through legacy channels the place the possibility of a reaction is highest—phone, electronic mail, and com­pany web pages. Offstage haters don’t care if any­one else unearths out, so long as they get solutions.
·Onstage haters. These everyone is usually disap­pointed by way of a substandard interplay through tradi­tional channels, so that they flip to oblique venues, reminiscent of social media, on-line assessment websites, and dialogue forums. Onstage haters wish greater than solutions—they wish an viewers to percentage their righteous indignation.
 
Hug Your Haters shows precisely how one can take care of either teams, drawing on meticulously researched case reviews from companies of every kind and sizes from around the globe. It contains particular play­books and formulation in addition to a fold-out poster of “the Hatrix,” which summarizes the simplest strate­gies for various occasions. The e-book can also be choked with poignant and hilarious examples of haters long past wild, and corporations long gone loopy, in addition to inspirational tales of businesses responding with pace, compassion, and humanity.
 
Whether you're employed for a mom-and-pop shop or an international model, you will have haters—and you can’t have enough money to disregard them. Baer’s insights and strategies will educate you ways to embody lawsuits, placed haters to be just right for you, and switch undesirable information into strong outcomes.

From the Hardcover edition.

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Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer


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