Handling Customer Service Complaints
Call center agents are supposed to manage customer concerns and complaints. However, there are times when agents only exacerbate issues, causing the customer no longer do business with company.
Richard Peers of Microsoft (News - Alert) said by 2020, 85 percent of customer interactions will be automated. Yet, 53 percent of consumers prefer talking to a live person, via telephone or face to face. Bill Gates (News - Alert) once said, “Your most unhappy customers are your greatest source of learning,” and that could not ring more true. These customer interactions offer a tremendous source of education for agents.
What are the wrong ways to go about handling a customer complaint? The first is not recognizing the customer’s history with the company. Access to purchase and interaction history is key, as this allows for personalization, which without the client could feel neglected.
A big point of frustration for customers is repeating their issue multiple times, as each time they are transferred to a new agent it is like starting from scratch. With the appropriate call center solution in place, switching from automation to a live agent will be seamless and contextual.
Customers also despise automated emails, if they opt to go online rather than make a call. Filing a complaint, via email, takes time and passion so to receive a generic response feels cold and inconsiderate. A quick personalized follow-up is desired for a positive, prompt result.
Finally, call centers that have to respond to the complaints, should be aware of the client’s preferred channel of communication. Some prefer email while others want to talk directly to an agent. Respect the client’s wishes, and contact them the way they want they have requested. Do not be dismissive of their wants and needs because it is their purchases that keeps businesses, well, in business.
Call centers need to train agents to have a compassionate ear, with the awareness and knowhow to achieve first call resolution. Especially for the customers that complain the most.
How’s your call center?
Edited by Maurice Nagle