If customers are the lifeblood of businesses, then customer complaints are the antidote to a thriving business. Or, is it? While many businesses fear the onslaught of complaints from customers, in truth, proper handling of these complaints can work to a business’ advantage.
Whenever a customer complains, he is in fact handing you a lesson in how to please others for add-on business. So, take advantage of this opportunity with these seven customer service tips on how to handle complaints and keep your customers happy.
When a customer complains, the best way to appease the customer’s bad feelings is to act on it quickly. Remunerate customers as fast as possible with a refund when appropriate, or offer an apology. Acting swiftly to correct the wrong consoles the customer and imbibes them with a sense of loyalty as well. You can be sure the customer will want to shop with you again because you handled his complaint timely and correctly.
Respond to Complaints Professionally
It’s easy to get carried away with a petulant customer and brush him off completely, but that could be costly for your business. Instead, take charge of the situation by being polite and listening intently to the customer’s problem. Taking this approach has a calming influence on the upset customer and more often than not, allows him to see reason and leave knowing that he’ll return again to do business with you.
Send Out Customer Survey Forms
This is important to ferret out customers who are unhappy with your business for some reason, but aren’t voicing their concerns. Rather than losing them for good to your competitors, get them to fill out customer survey forms and follow up with a phone call to as many of these customers as possible. Not only will this keep your customers happy, but you will have discovered new ways of fine-tuning certain aspects of your business.
Thank Those Who Complain
This may sound odd to many, but customers who complain are doing you a service by helping you improve your business. The least any business should do is to thank them wholeheartedly. It may take these customers by surprise, but a simple “thank you” can lighten the atmosphere and allow unhappy customers to have a change in attitude and become your most loyal customers.
Reassure The Customer
Customers who complain very often feel aggrieved that their complaints come to naught because no one is listening. To tackle this situation, recap to the customer what you’ve just heard and then deliver an assessment of how you’re going to tackle the problem and inform him when it can be resolved. Many businesses are too quick to respond with an “Ok, I’ll fix that,” without the reassurances the customer sorely needs.
Provide A Space For Customers To Vent Their Frustrations
I don’t mean a physical space, though that could work in the most extreme of cases, but create an avenue for them to vent their frustrations without getting in the way. Only when they’ve settled down, then approach them with your questions to determine the cause of their problems. This works very well to get to the bottom of the situation without getting embroiled in unnecessary confrontations.
Track Customer Complaints
Once a customer has filed a complaint, it’s best to ensure that the particular complaint never arises again. The best way to do this is to track complaints, unearth its root cause and make sure it’s addressed once and for all. Tracking complaints can usually identify a pattern, giving you vital information to potential problems and addressing them before a customer can raise the issue. Let your customers know that you have such a system in place and they’ll appreciate the fact that you really care about catering to their happiness.
By Robert Moment
Photo credit Mark Anderson
Since 2000, SCC Services Group has been successfully providing services to the Automotive, Banking, Financial Services, Travel, Telecommunication and Retail Call Center organizations. This depth of experience is complemented by our commitment to service excellence, a healthy corporate culture, and a highly skilled team. If you are interested in learning more about SCC Services Group consulting or business services offerings and how we can assist your organization improve its overall performance please send an email to: email@example.com
Publish Date: April 3, 2015 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
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CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
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|9.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
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SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
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