We never liked receiving complaints. They make us think we failed miserably in our service, or have fallen short of our customers’ expectations. But complaints are not a reflection of our inefficiency as business. As we dig deeper, we then discover new truths not easily unraveled all because we’ve been too preoccupied running the day-to-day operations. Somehow, someone takes notice and calls to remind us what is wrong. Complaints take on a new meaning if taken from the standpoint of a consumer, not from a company’s point of view. Customers (never) really like getting mad. You will never find people extremely happy about a defective unit and when tried calling the company for replacement, have been waiting for over a week without feedback. Businesses have to put themselves in their shoes too: If customers call a technical support or your help desk, they are looking for the right reason for the things that have gone wrong along the way. Complaints test the quality of our processes. Organizations usually have structured complaints handling management process to better address consumer concerns more objectively. The only way to find out its effectiveness is to test them. It can point your business to areas requiring improvement such as call handling, handling time, problem resolution or status monitoring. Perhaps the agents require additional training to enhance their skills. Complaints are second chances. A complaint means customers are giving you another opportunity to set things right. They are saying, “Give me one good reason why I should trust you once again.” Businesses ought to be glad for customers that air their concerns. How would you feel if they call your competition? Customers just want one thing: A quick resolution to the issue. Let us find value on what all their issues represent. They should be viewed as new allies that can help improve our service offerings or our management systems. They actually offer an opportunity to show our customers that we take responsibility and we will do what it takes to resolve it. Remember that customers in these times have a choice – it’s either they call your customer call center or call your competitor’s hotline numbers. Whether you take action to the problem immediately or not is also your choice.
- Latest Blog Updates
- Benefits Of Booking A Flight Through A Call Center
A proven way to impress today’s airplane-flying customers is to provide a hassle-free and quick service, particularly in making flight reservations. Some companies in the travel services industry have already decided outsourcing this task to call centers and BPOs is a practical and effective alternative to hiRead More
- What Impact Does Outsourcing Have On Your In-House Employees?
If your in-house employees have too much on their plates, then you need to consider outsourcing. It’s not about replacing your staff with an offshore team in a bid to widen profit margins. It’s about spreading out the work load and making office life more bearable for your in-house hires.Here’s what outsourcing serviceRead More
- Questions You Should Ask Before Outsourcing Your Services
Outsourcing is no longer optional. It has become a necessity in an increasingly competitive business landscape. Doing so can give you an edge over your larger and more established competitors. US companies hired over 14 million offshore employees in 2013 alone - testament to outsourcing’s role in gRead More
- Reasons To Choose Philippine Call Center Services
It has been a widely reported fact that the Philippines overtook India as the new number one destination for call center services in the world. While both are progressing, Third World countries, there are sRead More