Customer Service Advisors are failing to resolve customer complaints in an efficient manner. Perf...
Customer Service Advisors are failing to resolve customer complaints in an efficient manner. Performance goal: Reduce repeat customer complaints by 30% and increase customer reviews from 4* to 5* on business site.
von Carrie Buckley
1. 3. Find an appropriate solution (in a timely manner)
1.1. Replacement product
1.2. Future discounts
1.3. Refund
1.4. Escalating complaint to supervisor (based on company standards)
2. Present solution to the customer
2.1. Vocally
2.2. By email
2.3. In the post
2.4. Over the phone
3. Follow up with the customer and evaluate the service given
3.1. Send post call survey
3.2. Ask customer to leave a review on the company website
4. 1. Understand what type of customer is on the phone
4.1. Empathise
4.2. Listening is a mix of hearing and involvement with the correct tone of voice and choice of words
4.3. Customer advisor must be respectful
4.4. Understand the customer's priorities
4.5. Identify whether complainer is - aggressive - expressive - passive, or - constructive
5. 2. Narrow down the type of complaint
5.1. Issue with product or service
5.1.1. Product is defective
5.1.1.1. Defective through customer's fault
5.1.1.2. Defective through manufacturing error
5.1.2. Product didn't arrive
5.1.3. Service was below acceptable standards
5.1.4. Service changed
5.1.5. Other
5.1.6. Misunderstanding
5.1.7. Personnel complaint
5.1.8. Other