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 328

Airlines Customer Support Customer Service 328

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 162

Complaint resolution Consulting Consulting Feedback 162

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 175

Customer Experience Customer Service Gamification Technology 175

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 317

Customer Service Employee engagement Morale Feedback 317

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 200

Complaint resolution Entertainment Feedback Customer Experience 200

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 175

Customer Service Gamification Customer Support Customer centricity 175

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 362

Customer Service Customer Experience Management 362

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 367

Scripts Customer Service Customer Support Customer Experience 367

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 181

Feedback Surveys Metrics Personalization 181

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

CSM Magazine

APRIL 29, 2024

When they do so, those customers will be more loyal to you and your company than if they had never had a problem or complaint. In a nutshell, when dealing with a customer who has a complaint, act quickly, take responsibility, make an empowered decision, and give the customer something of value.

Airlines 89

Airlines Accountability Management Customer Service 89

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 134

Feedback Surveys Metrics Personalization 134

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 428

Customer centricity Airlines Consulting Consulting 428

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 446

Customer Support Banking Customer Service Personalization 446

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

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

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

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 282

Customer Service Personalization 282

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 278

Customer Service Customer Experience 278

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 162

Customer Service Feedback Advertising Customer Experience 162

Steve DiGioia

NOVEMBER 25, 2019

Where to look, what’s the hottest new trend, which coupon to use, and where to find the best deal? These are the most challenging customers to deal with. Customer Complaints. Complaints come for many reasons. They “think” they know what they want but too many choices spoil their shopping experience. Here’s what I mean.

Personalization 257

Personalization Sales Management 257

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

JANUARY 2, 2019

The system the Wynn has for dealing with guest requests and complaints works. Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. He saw the housekeeper and mentioned the problem to her.

Customer Service 328

Customer Service Engineering Customer Care Customer Support 328

JustCall

JANUARY 23, 2024

WhatsApp is an ideal channel in the present market, where you can register, track, and resolve customer complaints. It may deal with customer queries, internal tech issues, and so on. The ticketing software notes the complaints and assigns them to the relevant staff member. What is a WhatsApp Ticketing System?

APIs 52

APIs Chatbots Multichannel Accountability 52

CSM Magazine

MAY 24, 2023

In the fast-paced and demanding world of food service, it is crucial for waiters and waitresses to handle customer complaints in a professional and effective manner. One key factor in dealing with customer complaints is understanding the nature of the problem. Learn more in our essential guide for waitstaff.

Complaint resolution 52

Complaint resolution Best practices Feedback Management 52

Playvox

DECEMBER 7, 2022

When CSRs respond without empathy, they convey that dealing with customers’ feelings is not their interest and not their job. Most people who do the stressful work of answering customers’ questions and responding to their complaints every day do, indeed, feel a great deal of empathy for customers.

Banking 70

Banking Customer Service Customer Support Personalization 70

Nicereply

APRIL 29, 2024

Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. While this can be a daunting experience, you can approach the situation with a plan in mind to help you deal with this challenging situation. For instance, let’s say you work in sales.

Feedback 52

Feedback Construction B2B Call Center 52

JustCall

OCTOBER 25, 2023

Dealing with upset customers Dealing with upset customers can be emotionally taxing for support agents and can also impact their overall productivity. Not enough time to handle customer complaints Next comes the challenge of actually handling customer complaints. Prioritize resolving issues quickly.

Surveys 52

Surveys Best practices Feedback Metrics 52

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Dealing with them is harder than talking to happy and satisfied customers, but these interactions can be valuable—for your company, your team, and for you as an individual. How often do you find yourself dealing with severe and targeted criticism?

Customer Service 59

Customer Service Feedback Airlines Construction 59