In customer service, communication is key. It is simplistic to say, and companies might assume that their own customer interaction reflects its importance. However, businesses in certain industries sometimes fail to appreciate the perception that their customers actually have of them and their communicative skills.
Complaints management is not about the three R’s, record, respond and report on complaints. This is purely hygiene, we have to do this as a minimum.The real goal is about finding and fixing root causes permanently and fast.
One of the worst parts of complaints management is dealing with unreasonable complainants who just won't seem to go away. They might end up sending you dozens of complaints within a week or call you repeatedly within the same day; likewise, they might complain to several different people or on different outlets at once.
27 Mar 2014
Complaints management is difficult no matter what your Customers are concerned about. This holds especially true for complaints about your team or individual employees, and should be treated differently than product or service complaints.
20 Mar 2014
Sometimes, complaints management isn't just about handling actual product or service errors or even employee-customer interactions. Sometimes-and unfortunately-complaints management involves dealing with people whose complaints shouldn't even be an issue.
It takes a special kind of person to deal with complaints day in and day out. Working in a negative atmosphere can often be draining and difficult, so employees should be appropriately trained to cope with unjustified complaints or angry complainants.
27 Feb 2014
So you've stumbled into one of the most difficult fields of customer service, and often, the most heated. Everyone has a different idea of just what complaints management is about, but as we learn in life, sometimes our original impressions don't really represent real life accuracies.
Dealing with complaints can be emotionally draining. Your complaints handling team deals with angry and confrontational customers on a daily basis, and employee burnout can lead to a loss of productivity, enthusiasm, and even some members of your team.
Effective communication is essential in every facet of life, and complaints management is no exception. This holds true twice over: once through good communication skills from employee to complainant, and the other, between employees. Without the employee-complainant facet, you will inevitably be faced with PR complications and unhappy employees. Yet without the inter-employee facet, your entire complaints management process could be impaired.
Both internal and external communication skills are important for complaints management, especially when it comes to transferring information and processes from one person to another. In this article, we'll be talking about how your company can help instill four best practices of internal communication skills between your employees.
When you are gathering complaints, you must actively turn to your social media outlets for customer feedback--be it through Twitter, Facebook, or any other channel.
Though it might not seem like a crucial aspect of social media, public complaints management allows your customers and their friends and followers to see and appreciate your response. Other customers on the same thread or page will be able to see how you’ve handled previous complaints, and will be more assured of a timely and efficient response to their own complaint.
Remember, when a customer complains, they are experiencing distress and suffering on some level; the longer they have to wait to have their pain and suffering recognized often causes more anxiety and increases the perceived problem and compensation demanded.