#74 - "Turning Refunds into Opportunities: Navigating Challenging Customer Interactions with Mike Walker"
Manage episode 425494979 series 3449055
In this episode of the TWC Talks podcast, host Mike Walker discusses the inevitable topic of handling refunds in business. He emphasizes the importance of being prepared for refund requests by having a clear refund policy, thoroughly training your team, and providing alternatives to refunds.
Mike shares insights from his book 'The Exceptional Experience' and presents statistics showing the impact of positive customer service experiences on future sales. He stresses understanding customer expectations, active listening, and viewing refund interactions as opportunities to improve business processes and customer satisfaction. Ultimately, the episode provides practical strategies for transforming refund requests from potential pitfalls into valuable learning experiences.
Enjoy the episode and check the links below for more info & Resources
Get an inside look at how to get involved with The Wealthy Consultant
https://wealthyconsultant.com/
Our Monthly Printed Memos - Free Trial
https://consultingmemo.com/optin-568134011666363883437
See our Portfolio of Brands
https://welchequities.com/
OVERVIEW:
(00:00) Introduction to TWC Talks Podcast
(00:42) The Inevitable Topic of Refunds
(01:47) Understanding Customer Expectations
(06:17) The Importance of a Clear Refund Policy
(07:33) Training Your Team for Refund Requests
(08:44) Offering Alternatives to Refunds
(11:42) Dealing with Irrational Customers
(15:02) Turning Refunds into Opportunities
(18:14) Conclusion and Final Thoughts
83 tập