handling customer complaints

Empowering customer service teams

Empower customer service teams for a better experience

Customer service teams need to be so much more than passive ‘call takers’ if you want to give customers exceptional service. “Well, why the *&^(%$ is your system so *&^&&^ing slow?” That was pretty much the customer’s opening line. And the call got worse from there. “It’s always like this,” said Charlotte. “Every time we …

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Communication in customer complaint

Reduce customer complaints through better communication

If you want to reduce complaints and improve customer satisfaction just change the way you’re communicating with them. If you want to reduce complaints, improve the way you communicate with your customers Want fewer complaints? Change how you communicate – at every stage of the process. Businesses are starting to realise how they communicate with complaining …

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Better complaint handling

Nine practical ways to handle customer complaints. Better.

Handling customer complaints can be tough. Here are nine proven techniques to make customer complaints easier to handle and reduce the chance of escalation or negative feedback. Practical ways to make handling customer complaints easier Everyone gets complaints. Almost no-one likes them. That’s because they’re a complicated blend of the rational (“this thing you sold me doesn’t work!”) and …

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Bereavement process for customers

A practical guide to helping bereaved customers

This is the first of two articles looking at how to make your processes more human and compassionate for bereaved customers. There are fewer more guaranteed ways to make the news than dealing badly with a customer’s death.  Almost every story looks the same: Grieving relatives are shunted heartlessly through a completely heartless process by …

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Communication gulf

SlideShare: The Gulf in Customer Communication

The gulf between pre and post-sales customer communication Does your post-sale and operational customer communication live up to the brand promise your customer bought into? In this SlideShare we look at the gulf between pre-acquisition customer communication and how effectively a brand is followed through to operational and administrative customer communication. The customer communication gulf from …

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Potential in operational customer communication

SlideShare: The huge potential in operational customer communication

The huge potential in everyday, operational customer communication From our experience, post-sales customer communication has the potential to drastically improve loyalty, slash costs, reduce complaints and give customers a better experience. In this SlideShare we look at some of the key areas where improving operational customer communication can have a long-lasting impact on business performance …

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How to lose customers

SlideShare: How to lose customers through communication

Losing customers is easier than you think when your communication isn’t effective. Simple, everyday communication to your customers can really make the difference between a long-term advocate and an irritated ex-customer. In this SlideShare we look at just one example of how poor communication mixed with a convoluted process cost our client a loyal customer. …

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