Do you still have a customer service number that you promote on your product packaging, website, or collateral material? Do you get many snail mail letters from disgruntled customers? How about drop-ins, asking to speak to a supervisor. That’s how people used to complain when a product or service didn’t live up to their expectations. […]
Dealing with Complaints
Recognizing and Responding to Institutional Customer Complaints
An institutional complaint happens when a customer complains about the way you do business. Usually the complaint is issued to a front line employee who has no control over the concern identified.
Experiencing What Our Customers Experience
Too often, there’s a huge disconnect between our organizations and our customers. Our customers and prospects are frustrated with us and we don’t understand the frustration.They don’t get it, we don’t get it, there is a giant disconnect.
Social Media is a Conversation: Don’t Turn Your Back
Don’t just throw your content out and walk away. Make sure you are accessible and responsive to any feedback coming from your fans. If you do this well, you will see a return on your time spent answering these questions and comments.
Encourage Complaints To Improve Customer Service
Some companies track a monthly “complaints and compliments ratio” for each branch, store, department, country or station. This approach has a fundamental flaw when it comes to customer service training.
