Customer Care Challenge: Delivering Bad News to Customers

Even if your purpose for outsourcing is because of the lower outsourcing labor rates, the quality of your customer service should not be affected.  This includes knowing how to impart unfavorable news to your customers which does happen from time to time in any business.  Make sure that both you and your outsourcing partner know how to inform customers of any bad news while still retaining their goodwill.

1.  Let the customer know ahead of time

Don’t wait till the last minute to let the customer know what’s going on.  Customers are far more likely to understand if they have enough time to prepare and to adjust to whatever bad news you’re bringing them.  At the same time, they are also likely to get angry if they are caught unawares by any changes to their account.    

2. Give a brief explanation of what happened

Do your best to give a concise explanation of what happened and why.  If the customer needs more details and demands more information, give as much information as you can provide.  One important thing to remember, however, is to refrain from blaming others such as someone else in the company or partner companies or suppliers.  Stick to the facts and maintain your professionalism.  

3.  Inform the customer of what to expect

Honesty is crucial at this point.  Though it’s tempting to try and lessen the severity of the news, the need for the customer to be aware and prepared is more important.  Make sure the customer knows exactly how they will be affected and when to expect any changes.  However, choose your words well to avoid inflicting further damage.

4.  Empathize with the customer and reassure them of your commitment

In connection to choosing your words well, your sincerity and consideration for the customer’s feelings should be clear during this interaction.  Empathize with the customer and express your frustration or concern as well over the current situation.  Customers will be more disposed to cooperate if they can feel that they are still your priority and that you’re on hand to assist them through this difficult time.  

5.  Provide options and alternatives

It’s crucial that before speaking with the customer, you’re already equipped with a plan of action that includes other solutions and feasible options for the customer to take.  It’s also a must that your representatives who will be speaking with the customer are not just knowledgeable on your products and services but are excellent as well at communicating with customers and analyzing problems.  

Conflict resolution needs to be handled with care by trained customer service representatives.  This is why it’s important to make the right choice when selecting your BPO service provider.  Taking You Forward is a growing BPO company that provides trained agents for customer service, sales, back office tasks and technical support.  Call us today.   

Source: http://www.takingyouforward.com/blog/customer-care-challenge-delivering-bad-news-to-customers/

2021 Buyers Guide

Get Listed

Headsets

 

1.)

All Ears Ltd Freemate headsets, and sanitary solutions for headsets Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required. We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market. We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey. PH: 644 9201929 http://allears.co.nz

2.)	Comfort Telecommunications Smith Corona Headsets 3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing PH: 800-399-3224 http://www.comfortel.com

3.)	CTCOMM Plantronics Jabra Sennheiser https://www.ctcomm.com.tr

4.)

Headsets123 Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business. Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories. https://www.headsets123.com/

5.)

Jabra Jabra Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide PH: 800-826-4656 https://www.jabra.com

6.)

JPL Telecom Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles. Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment. Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users. PH: +44 (0)1258 820100 http://www.jpltele.com

7.)

Unicom Services Ltd. Contact center headsets and conference solutions Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications. Products and Services: * Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters. * Conference systems - audio video terminals, personal and group multipoint conferences. * Telecom Products - office wired and wireless phones, dect systems, softphones. * Video conference software for contact centers and offices. * Unified Communication Solution. PH: +35924110203 http://unics.bg/

8.)

Xiamen Mairdi Electronic Technology Co., Ltd Call Center Headsets Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world. Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated. PH: 0086-592-7177232 http://www.mairdi.com