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#74 - "Turning Refunds into Opportunities: Navigating Challenging Customer Interactions with Mike Walker"
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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.
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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
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