How do your agents handle complaints?
Do they take them personally? Do complaining customers ruin their day? Do they think complaining customers are at fault?
Complaining customers must feel that their feedback is welcome and valued and will be used to eliminate the problem at the root. In a recent study, the amount of time agents spent on the phone, and their encouragement of customers to call again if they had additional needs increased customer satisfaction. These finding suggest that agents should make customers feel that their feedback and their business is appreciated. Showing appreciation for feedback can be as simple as saying, “Thank you. We appreciate customers to take the time to let us know when things are not right.”
Do you have structured training to help agents understand the true position of a complaining customer?
