SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




Mastering the Art of Complaint Handling with Business Process Automation

TMCnews Featured Article


June 12, 2014

Mastering the Art of Complaint Handling with Business Process Automation

By Tracey E. Schelmetic, TMCnet Contributor


While the old marketing adage that “you never get a second chance to make a first impression” is largely true – every first-time customer should be treated as a valued customer – companies today are measured by a lot of different yardsticks. It’s a myth that customers expect companies to be perfect all the time.  No matter how positive the relationships, a company is going to irk a customer eventually. There is strong evidence, however, that how a company handles a customer’s complaint is an enormous determining factor in whether a customer sticks around instead of jumping ship for a competitor.


Complaint handling is both an art and a science, and it doesn’t belong in the hands of amateurs with insufficient tools. A formerly disgruntled customer whose problem has been handled to his or her satisfaction often becomes a super-fan of the company, sharing their positive experience on social media. It can essentially make the customer relationships stronger.

For this reason, it’s critical that companies have robust complaint resolution practices in place. It’s simply too risky to leave an agent to handle complaints haphazardly. Best practices need to be followed, and agents need to convey warmth and understanding. Resolutions need to be made and promises kept to the customer in a speedy way. And all this action needs to be checked, recorded and monitored.

Many companies have begun turning to business process automation for ensuring that complaints are handled in a timely and effective way. This ensures that agents aren’t “winging it” and over-promising or under-promising angry customers. BPA can ensure that agents are sticking to best practices and using methods that have been proven to work in the customer’s specific scenario.

On Tuesday, June 24 at 11:30 a.m. EDT, Interactive Intelligence (News - Alert) will sponsor a Web event titled, “Business Process Automation Best Practices For Improving Customer Complaint Resolution.” The goal of the Web session is to help customer service, contact center, and sales operations executives apply business process automation best practices to more effectively address and resolve customer complaints.

Presenters for the event will include Don Sturdivant, senior consultant for Modus21, a nationally recognized business process management consulting firm named by Gartner (News - Alert) a “Cool Vendor in Business Process Management” and backed by 10 years of experience. Drawing on Modus21’s proven deployment methodology, Sturdivant will show how contact centers can use BPA best practices to positively influence complaint handling. Also presenting will be Steven M. Riddell, chief sales officer for Blinds.com (a division of Home Depot). Riddell will share how his company deployed Interactive Intelligence’s BPA software to help improve customer complaint handling and increase revenues. The webcast will wrap up with an extensive Q&A, during which Sturdivant and Riddell will be joined by Rachel Wentink (News - Alert), senior director of the business automation group for Interactive Intelligence, to answer live attendee questions.

For more information or to register, visit the event’s Web page. 




Edited by Stefania Viscusi







Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy