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