Contact Center Solutions Featured Article

How A Complaining Customer Can Be Your New Best Friend

July 30, 2014

It's the kind of thing that's seldom thought of, particularly in the customer service field. There's a great opportunity in every complaining customer to make a new friend for the business, one that follows the brand, one that's willing to offer powerful word of mouth advertising, and one that's willing to stick with a business for life. But like all opportunities, it takes effort and diligence to realize, and there are some techniques to remember in order to turn that complaining customer into a valuable new friend of the business.

First, it's suggested that users look to what benefits a complaint can provide. There's often something valuable in a complaint, particularly if it's echoed over large numbers of users. Are a lot of people complaining about prices or availability? Maybe it's time to readjust. Moreover, it's worth considering how many people feel the same way as the one making the complaint, but don't have the time or the energy to put forth the complaint. Yet a study from White House Office of Consumer Affair says that, when a customer gets an issue resolved satisfactorily, said customer will then tell an average of four to six other people about the experience. If  100 users a day call in and get satisfactory results, that's between 2800 and 4200 people reached with a great, unsolicited statement of the company's skill and value in customer service.

But this means a clear commitment to customer service. Taking advantage of this kind of potential requires having the right customer service staff, a group of people who work well in a positive culture and take the opportunity to show a complaining customer the right kind of treatment that gets said customer talking. The team in question needs to be empowered with solutions, not just a list of policies to quote to the customer.

Further, the team in question needs to have a strong sense of empathy, the ability to imagine how something would affect said customer service representative if the roles were reversed. With a strong sense of empathy, the customer service agent is more likely to help the customer achieve a satisfactory outcome, the first time, every time. That means a focus on first-time resolution and a level of authority given to customer service is going to be very important here. But with that kind of power comes responsibility, to be measured through call monitoring systems and complete 360 degree feedback in an effort to find where mistakes are made and how to address these. Finally, firms must consider the value of social media, as a great many complaints are made through this newer channel. Being ready to spot—but also address—such complaints in rapid fashion will help considerably in the race to turn complainers into friends.

Vigilance is the watchword here, and through that vigilance comes a great improvement in overall operations. Bringing in the best of customer service staff, and keeping said staff at its best, will go a long way toward turning complaints into valuable new friends, those who will stick with a brand at its best and at its worst. Complaints can be very valuable; such things are often the truest indicators of where a company needs to improve, and to actually stage those improvements means a great turnaround, enough to make most anyone reconsider plans to not do business with a company any longer. What a company does with those complaints is what determines if it will be successful...or another failure.



Article comments powered by Disqus

Related Contact Center Solutions Articles

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014

Sitel Looking to Add 200 Jobs to Florida Call Center

As one report after another shows that call centers are returning to the United States in droves, communities all over the country are reaping the benefits. One such community is Lake City, Florida; where Sitel has just announced its plans to add as many as 200 positions to its call center. Sitel is one company that has made a rather productive go of it when it comes to the call center business. The firm has been so successful as a matter of fact that it actually has received business from other… [ Read More ]
10/20/2014

TicketNetwork Creates Jobs

TicketNetwork, a ticketing software provider, recently announced that it successfully hosted an open house job fair at its South Windsor headquarters. As per officials from the company, more than 45 applicants participated and 20 percent of them got the offers. Most of the professionals were hired for regular and seasonal inbound sales representative positions in its call center. [ Read More ]
10/20/2014

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!