Bad Customer Service
Jun 19, 2015
Bad
Customer
Service
No business is exempt
from customer
complaints.
No business is exempt
from customer
complaints. In fact,
the bigger your
business is the more
prone you are to
criticisms.
A complaint can go
two ways.
A complaint can go
two ways. One is
resolution and the
other is repulsion.
Your customer can
either walk away
happy or angry.
To help you recover
from an awful
customer interaction,
here are five
strategies you can
start applying.
You can only do this
if you’re paying
attention and
listening to the best
of your ability.
Your agents should be
able to weave through
the details to assess
the root of the problem.
Ask specific questions
that will give
specific answers.
Say sorry even if it’s
not your company’s
fault.
The fact that these
customers had to call
you is already an
inconvenience on their
part.
Approach the
situation positively
and show genuine
concern for their
welfare.
Your agents should be
able to handle
different complaints
right off the bat.
Assure your customer
that you will work on
his or her concern
right away.
BUT do not commit to
something you cannot
fulfill.
Even if you’ve
already addressed
their problem, go the
extra mile by giving
them something more.
It can be a gift
certificate or
discount voucher to
encourage them to
come back .
Bottom line, the worst
customer experiences
deserve the best
customer payback.
Regular training
ensures that your
agents are always
updated on customer
service solutions.
They also need to
know about recent
difficult customer
incidents and how
they were resolved.
Management should
design a progressive
program that develops
agent skills
continuously.
There is always a way
to appease an upset
customer.
There is always a way
to appease an upset
customer. Every client
is capable of
listening, but not
everyone is capable
of yielding.
The customer may not
be always right but
you should always
find a way to make
things right.
http://www.spi-global.com/crm/our- services/customer- care