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If You Can’t Say Something Nice About Customer Service…COMPLAIN! - Service Quality Institute - ContactCenterWorld.com Blog

If You Can’t Say Something Nice About Customer Service…COMPLAIN!

In the customer service industry, we cannot avoid complaints.  Complaints happen every day and when a customer complains it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation—a product, service, or maybe a combination of the two. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer.

Fewer than half of unhappy customers will bring a complaint to your attention. Those who never say anything will tell an average of 11 or more people about their bad experience. It is important that we recognize complaints as opportunities, so we can sway these averages, one resolved complaint at a time. It is my belief that no transaction is complete unless the service that customers receive will motivate them to return and do business with you again.

Customers want to know someone is listening and they are understood, and they are hoping you are willing to take care of the problem to their satisfaction. No matter what the situation is, when a customer brings a complaint to your attention—even if they do it in a less-than-desirable way—be thankful.  We must realize that improper handling of a customer complaint can be costly to the business.

Handle a customer complaint in a smooth and professional manner

When something goes wrong how do you take the customer from hell to heaven in 60 seconds?  The solution is to empower and reward employees to solve problems quickly and to the customer’s satisfaction

Follow up with a phone call. Even a small gesture of apology can turn a bad situation into a good one.  The cost could be minimal—maybe a simple upgrade on the customer’s next purchase or a gift certificate. A simple gesture like this could result in an over happy customer. When you resolve customer complaints successfully, you will better understand their needs, retain them as loyal customers, and enhance your business.

I have been writing about Stew Leonard for over 25 years. Stew Jr. has a huge 6,000 pound rock in front of their store that says Rule 1 The customer is always right! Rule 2 If the customer is ever wrong reread Rule 1.

The company has received worldwide acclaim for excellence in customer service and quality and is featured in two of management expert Tom Peter's books: A Passion for Excellence and Thriving on Chaos. In 1992, Stew Leonard's earned an entry into The Guinness Book of World Records for having "the greatest sales per unit area of any single food store in the United States."

In my book, The Customer is Boss, I show you how to complain correctly.  Most people begin their complaint with the person they are complaining about.  Not a good idea. It all starts at the bottom and many people don’t believe it will do any good. And, they are right.  After all, if the complaint comes in at the bottom level, they surely are not going to send it on up to management to show what a terrible job they did on handling it.

I tell everyone that they have the right to a good experience, a quality product, and top of the line customer service. I also tell everyone that it’s their responsibility to let the appropriate channels know when there is an issue. You deserve quality and top notch performance.

There are a couple of things that work when trying to motivate a business to give you better customer service:   

  • Ask for good service:  “I really need your help.”
  • Act as if you expect good service.
  • Treat salespeople as friends—a friendly attitude toward salespeople is so rare that clerks treated respectfully jump to attention to serve you as if you were a celebrity.
  • Change your attitude toward good service.  Your chances of receiving good service improve immensely.  Speak up.
  • State clearly your expectations and ask for a speedy resolution to problems.

Don’t feel sorry for business, government, or non-profit groups when you complain about bad service. You’re doing them a favor by complaining.

Complaints are good for business, so don’t shut up, speak up.--John Tschohl

 

About the Author: John Tschohl
John Tschohl is an author and president of Service Quality Institute. He is an American business consultant speaker, customer service guru and Customer Service Strategist.
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Source: http://www.customer-service.com/blog/201708/if-you-cant-say-something-nice-about-customer-service

Publish Date: August 17, 2017 5:00 AM


2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 



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