ShepHyken

JULY 7, 2021

If you’ve followed my work, you know that customer service is not a department that deals with problems and complaints. The customer support department deals with questions, problems and complaints. Some smart person was trying to give a facelift to the term customer service. That included customer service and much more.

Customer Experience 376

Customer Experience Customer Service Gamification Chatbots 376

Beyond Philosophy

MARCH 2, 2020

That said, I appreciate how this article introduces the discussion about the opportunity that lies within customer complaints. . However, I disagree fundamentally with these findings as a strategy in most business cases. . While this strategy outlined in HBR might be profitable in the short term, it will not be beneficial in the long run.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

AUGUST 3, 2022

The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Recently, the Edinburgh Airport in Scotland came up with a solution to deal with the many calls from irate passengers verbally abusing its employees.

Airlines 325

Airlines Customer Support Customer Service 325

ShepHyken

JANUARY 3, 2023

A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty.

Complaint resolution 161

Complaint resolution Consulting Consulting Feedback 161

ShepHyken

SEPTEMBER 13, 2023

Or a customer could call a phone number to ask a question, resolve a complaint, etc. When they do, they discover the new “deal” or special promotion. Customer service really drove the customer experience. A customer could visit a store or business. It’s changing the way we do business. Connect with Shep on LinkedIn.

Customer Experience 173

Customer Experience Customer Service Gamification Technology 173

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep.

Call Center 265

Call Center Customer Service Scripts Coaching 265

CSM Magazine

DECEMBER 14, 2023

Cleveland Police and Crime Commissioner Steve Turner with the Centre for Public Excellence award The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence. A FIRST FOR A FORCE….Cleveland However, we want to continuously improve.

Customer Service 105

Customer Service Feedback 105

ShepHyken

FEBRUARY 19, 2021

They’re on the frontline of a company day in, day out, dealing with customer requests, resolving complaints, and striving to deliver exceptional service at every turn. There’s no denying that without an effective customer service team , a business would fall apart. Seems like a lot to have weighing on your shoulders, right?

Customer Service 312

Customer Service Employee engagement Morale Feedback 312

ShepHyken

JANUARY 7, 2022

He shares the four reasons why businesses should not shy away from customer complaints. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy. This requires training and ongoing development of your team to resolve any complaint that comes their way.

Complaint resolution 196

Complaint resolution Entertainment Feedback Customer Experience 196

Beyond Philosophy

OCTOBER 8, 2020

He had been reviewing a customer complaint. He explained that the process was that complaints start in the call center, and then escalate up the chain until the customer is satisfied with their resolution. In this case, the complaint landed in a big meeting with ten senior managers hashing it out. ” —Albert Einstein.

Consulting 434

Consulting Consulting Call Center Advertising 434

ShepHyken

DECEMBER 5, 2022

Seven Ways to Fix the Root Causes of Customer Experience Complaints by Elaine Roche. Elite Business) The Institute of Customer Service (ICS) recently revealed that UK customer complaints are at their highest level on record. My Comment: Who doesn’t want to resolve complaints? Personalization is more important than ever.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

ShepHyken

NOVEMBER 25, 2020

Positive Attitude: Having a positive attitude won’t make up for a blunder or complaint, but it goes a long way toward making a flawed experience better. What words do you use to respond to a customer’s comments and complaints? It’s what can help us cope when we’re dealing with difficult customers. They don’t understand me.”.

Customer Service 357

Customer Service Customer Experience Management 357

ShepHyken

OCTOBER 27, 2021

Customers love to hear those important words, especially when they are calling about a problem or have a complaint. The post Dealing With Angry Customers: Be Sincere When You Apologize appeared first on Shep Hyken. “I’m sorry.” Not a bad way to start a conversation with an angry customer. . I’m glad we were able to resolve it.

Scripts 362

Scripts Customer Service Customer Support Customer Experience 362

ShepHyken

JANUARY 13, 2023

Resolve complaints effectively. It’s not just about the monetary incentives when complaints occur – the customer service representatives are equally as important. Either way, invest in some training to properly equip your staff to deal with complaints.

Feedback 179

Feedback Surveys Metrics Personalization 179

Beyond Philosophy

JUNE 16, 2022

Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. Sure, we’d have a conversation about the survey results, including complaints, but we never did anything about what the survey told us. Today’s pickle is sent in from Christine Jones. It drove me mad.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity.

Analytics 186

Analytics Coaching Technology Surveys 186

Beyond Philosophy

FEBRUARY 9, 2023

For example, when I was playing with it, I asked it to create a customer complaints process. He says that if everybody created the complaints process using this, everything would be the same. I decided I would write a complaint, or rather, I would have ChatGPT write me one. It is already shaking things up. I agree with Sergei.

Chatbots 195

Chatbots Education Customer centricity Technology 195

Nicereply

AUGUST 28, 2023

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. That’s exactly what we’re going to unpack in this article.

Complaint resolution 98

Complaint resolution Feedback Customer Service Sales 98

CSM Magazine

APRIL 18, 2024

Respond to complaints with empathy and a commitment to resolve any issues. Train Your Team Your team should be well-equipped to handle demanding customers: Provide training on how to deal with difficult client scenarios. Tailoring your approach can involve: Remembering their past concerns and preferences.

Feedback 52

Feedback Personalization Customer Service Management 52

Steve DiGioia

APRIL 17, 2023

He refused to address the many nagging problems that my team had to deal with every day. Complaints abound. And the manager(s) have to deal with this. He was pissed at my “continual complaining” about “so many issues”. That was his take on the matter. Mine was different. I was pissed off too. Service suffered. Morale suffered.

Morale 147

Morale Sales Personalization Management 147

ProProfs Blog

DECEMBER 28, 2020

It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. In case you still have to handle customer complaints from your customers, then one of the possible reasons could be that they expect more from your brand. What are Customer Complaints?

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

ShepHyken

JANUARY 12, 2023

Resolve complaints effectively When an issue does arise, how it’s dealt with can make or break for the customer. Invest in staff training It’s not just about the monetary incentives when complaints occur – the customer service representatives are equally as important.

Feedback 133

Feedback Surveys Metrics Personalization 133

Beyond Philosophy

DECEMBER 6, 2019

Sometimes, the only time senior management ever deals with customers is when there is a significant sale on the line. One of the best practices I ever saw in an organization was having the top team deal with customer complaints. In other words, how long was the representative talking to the customer?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

ShepHyken

MARCH 7, 2018

These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. How would it make the customer feel, knowing that he or she is dealing with a professional ? Yet, it surprised both of us just how low paid some of these support people are.

Customer Support 443

Customer Support Banking Customer Service Personalization 443

REVE Chat Blog

APRIL 22, 2020

Customer complaints are inevitable for any business. At some point, every business has to deal with unhappy customers. But the biggest challenge is how to handle customer complaints in a way that leaves the customers thinking that they are valuable. Not all the time complaints are a wrong sign.

Omni-channel support 58

Omni-channel support Chatbots Airlines Feedback 58

Fonolo

APRIL 1, 2021

For today’s businesses, closing deals and making sales isn’t enough. One of the most common customer complaints is having to deal with an agent who cannot solve their problem. Respond to customer complaints. Customer complaints are unavoidable. Don’t leave complaints unaddressed. Offer omnichannel support.

Contact Center 152

Contact Center Call Center Interactive Voice Response Feedback 152

Fonolo

JANUARY 23, 2023

There, you can see live tweets of customer complaints as they wait on hold. You can even search by company name to get a full view of what these callers are dealing with, and how they are feeling. There are few things worse than wasting precious time on hold. It’s a terrible experience for both the customer and the business.

Airlines 132

Airlines Telecommunications Accountability Government 132

ShepHyken

FEBRUARY 13, 2018

How well do you deal with angry and complaining customers? . . ?. Shep Hyken talks with Skip Cohen about the best ways to solve problems and deal with unhappy customers. Have the solution – Be equipped to solve the problems and resolve the complaints you are getting. How do I resolve customer complaints?

Education 195

Education Customer Service Customer Care Customer Experience 195

Beyond Philosophy

SEPTEMBER 21, 2016

They have faced the complaints head-on, taking a strong stand against discrimination and conducting a thorough evaluation of the company’s practices. Furthermore, they have established a way to monitor bias and complaints and continue to make changes. As I wrote a few months ago , this has not been a good year for airbnb.

Consulting 419

Consulting Consulting Customer centricity Engineering 419

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

ShepHyken

DECEMBER 30, 2019

Feanchising.com) Dealing with customer complaints isn’t a business owner’s favorite task. My Comment: This short article reminds of that a complaint is actually a gift. When you manage your customer’s complaints or problems well you earn their loyalty. Here are my top five picks from last week.

Customer Service 278

Customer Service Customer centricity Marketing Self service 278

ShepHyken

SEPTEMBER 21, 2018

Take a recent experience of my own involving British Gas, whereupon being let down on a maintenance agreement and requesting to lodge a complaint, I entered into their process to be told the complaints team would get back to me within 8, yes 8 weeks! Isn’t a complaining customer one that you need to deal with quickly and diffuse?

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

ShepHyken

MAY 29, 2019

Sometimes customers – both internal and external customers – aren’t easy to deal with. They may have complaints, problems, or even be upset or angry. Even when we are successful, and we usually are, the stress of dealing with any negative situation can impact the conversation we have with the next customer.

Customer Service 279

Customer Service Personalization 279

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. If you guessed there are more complaints than ever, you’re right. Here are some of the most common customer complaints in contact centers.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

ShepHyken

DECEMBER 27, 2017

It’s a complaint. Good servers – or anyone who is dealing with a customer and hears a statement like the one I made – would recognize that I wasn’t happy. The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. A few minutes later it arrived, and she took her first bite.

Customer Service 274

Customer Service Customer Experience 274

JustCall

APRIL 15, 2024

Dealing with difficult customers 4. Dealing with angry, rude customers Agents must regularly absorb the brunt of customers’ frustrations. This emotional labor while dealing with angry customers is mentally exhausting. It’s caused by: 1. Excessive workload strict metrics 2. Repetitive tasks 3. Manageable workloads 2.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

ShepHyken

NOVEMBER 11, 2022

Customers need to scan the code via their smartphone camera to see all special and ongoing deals, such as “Buy-1-coffee-get-1-free” ? . Customers can scan the QR codes to submit feedback, file a complaint, or even be redirected to a customer service portal for queries. QR codes for drive-thru transactions .

Customer Service 161

Customer Service Feedback Advertising Customer Experience 161