Customer Think

FEBRUARY 18, 2024

One of the core objectives of all leading businesses is ensuring customer satisfaction. However, no matter how hard you try, keeping all customers happy is just not possible. This is the reason why businesses often acknowledge complaints from their customers regarding the solutions they offer.

Customer Satisfaction 53

Customer Satisfaction 53

Shep Hyken

APRIL 20, 2022

There are many ways to deal with complaints or angry customers. The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting. I refer to this as The Perfect Thing to Say. .

Manufacturing 116

Manufacturing Customer Service Technology Technology 116

Help Scout

AUGUST 22, 2023

Use this simple process for handling customer complaints to turn one-time complainers into lifelong customers. Read the full article

84

84

Service Quality Institute

OCTOBER 11, 2023

Very few employees have been trained to handle complaints and irate customers. Most could care less if they lose a customer. Feel Good About Yourself Provide Caring Communication Provide Positive Communication both verbal and non verbal Deliver Results Listen Learn About Your Job Listening to the customer was the first problem.

Customer Service 52

Customer Service Sales Customer Experience 52

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. So, what can we do now?

Education 78

Education Voice of the Customer Customer Satisfaction Customer Feedback 78

Beyond Philosophy

NOVEMBER 6, 2021

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints. Does your organization like to pretend that complaints never happen? Many organizations have the wrong approach to customer complaints. In this episode we explore the five rules to help organizations deal with customer complaints.

Management Consulting 97

Management Consulting Customer Experience CX 97

Help Scout

OCTOBER 9, 2023

In this article, we’ll explore the three types of customer complaints, look at examples of common requests, and offer suggestions on how to resolve them, including some example responses you can use for your own support needs. Read the full article

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MyCustomer Experience

JANUARY 15, 2024

CSA-Archive/istock Businesses are not philanthropic institutions; they exist to make money in the form of profit. To make money, businesses. 15th Jan 2024 By Nicholas Watkis Principal Consultant

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52

Futurelab

MAY 3, 2024

We reviewed their overall CX strategy (more on this topic later) and looked at the way they operated–from a customer perspective. The biggest discovery was a miscalculation of the total time needed to handle a complaint. A few agents however refused to hand issues to back office and drop calls, and solved complaints by themselves.

Manufacturing 157

Manufacturing Contact Center CX 157

Win the Customer

MARCH 22, 2018

As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Rude or Indifferent Customer Service Reps. Just as your time is valuable, so is that of your customers. Want your customers to avoid this conundrum?

Customer Service 144

Customer Service Invoicing Social Media Customer Satisfaction 144

Customer Bliss

SEPTEMBER 29, 2016

Customer complaints are everywhere, and happen all the time. The word “complaints” is a bad word, yes — on the surface. But there’s power in customer complaints, just as there’s power in any feedback. Have you had customer complaints about this brand or restaurant?

Social Media 95

Social Media Customer Feedback CX Sales 95

Beyond Philosophy

APRIL 14, 2018

Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive? The post Why Am I Getting So Many Customer Complaints? appeared first on.

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Lightico

JULY 26, 2021

Banks and financial institutions today put tremendous focus on their processes for detecting and preventing fraud — but too often they ignore the customer impact of fraud claims. Consider what goes on in the heart and mind of a banking customer when they first suspect they may be a victim of fraud.

Contact Center 52

Contact Center Legal Start-ups NPS 52

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. or “I want to make a complaint”.

Customer Service 52

Customer Service Omnichannel Touchpoint Customer Expectations 52

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. or “I want to make a complaint”.

Customer Service 52

Customer Service Omnichannel Touchpoint Customer Expectations 52

Fonolo

AUGUST 27, 2019

Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company. This means that customer service teams and call center agents are tasked with rapidly resolving tickets without letting the quality of their service drop. Omnichannel Customer Service.

Customer Service 86

Customer Service Healthcare Omnichannel Technology 86

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). The most compelling part of the study is why customer problems had increased. Provide a seamless customer experience.

Social Media 70

Social Media Contact Center Customer Expectations CX 70

ModSquad

SEPTEMBER 19, 2019

It’s a hard truth: If you have a business, you’ll get complaints. While we might wish that every interaction could go swimmingly, some won’t, and a valued customer will be displeased. This kind of planning is an integral part of an effective customer service strategy. billion every year due to poor customer service.

Start-ups 59

Start-ups Retail Customer Service Customer Experience 59

Customer Think

AUGUST 12, 2021

Managing complaints is commonly the worst part of running your ecommerce business. No one enjoys being told what they’re doing wrong and even less when the whole world can see it. The easy option to ignore negative reviews and feedback may seem alluring, but it’s not going to help your business. The good news is […].

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124

Knowmax

DECEMBER 18, 2020

Best ways to handle customer complaints.

Customer Experience 52

Customer Experience 52

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Fonolo

AUGUST 27, 2019

Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company. This means that customer service teams and call center agents are tasked with rapidly resolving tickets without letting the quality of their service drop. Omnichannel Customer Service.

Customer Service 57

Customer Service Healthcare Omnichannel Technology 57

ModSquad

SEPTEMBER 19, 2019

It’s a hard truth: If you have a business, you’ll get complaints. While we might wish that every interaction could go swimmingly, some won’t, and a valued customer will be displeased. This kind of planning is an integral part of an effective customer service strategy. billion every year due to poor customer service.

Start-ups 40

Start-ups Retail Customer Service Customer Experience 40

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Measuring your customer service training programs allows you to answer the tough questions you’ll inevitably get from executives.

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

C3Centricity

JANUARY 30, 2024

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? You may never have considered this, but customer complaints are actually a gift!

Customer Feedback 90

Customer Feedback Customer Retention Customer Expectations Customer Service 90

MyCustomer Experience

NOVEMBER 11, 2021

5Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren. 11th Nov 2021. By Colin Shaw Founder & CEO.

Customer Experience 59

Customer Experience 59

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We listen to our team’s questions, concerns, and complaints with empathy and compassion. Customer service is for a job.

Customer Service 200

Customer Service Customer Loyalty Customer Experience 200

Bill Quiseng

JUNE 28, 2023

Listening to the sweet cha-ching sound of profits, these traditionalists do not hear the concerns and complaints of their patients and their caregivers. To paraphrase John DiJulius’ customer service battle cry, it’s time for a Patient CARE Revolution! They care more about profits and didn’t care much about their patients.

Healthcare 165

Healthcare Pharmaceutical Hospitality Hospitality 165

Customer Think

NOVEMBER 16, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out b.

Customer Experience 64

Customer Experience Customer Loyalty 64

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.

Artificial Intelligence 186

Artificial Intelligence Technology Technology Innovation 186

Beyond Philosophy

JUNE 11, 2022

This time it’s with Christine Jones who is having problem with her organization not taking customer complaints or the Voice of Customer program seriously. When Colin complained, one person suggested maybe they stop doing the customer survey. Key Ideas to Improve your Customer Experience. We have been there.

Management Consulting 15

Management Consulting Customer Feedback Customer Survey CX 15

Shep Hyken

OCTOBER 6, 2021

In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?” . He was referring to the complaint and how my friend wasn’t happy with his company’s product. . That made me start thinking about the best ways to begin a conversation with a complaining or upset customer.

Customer Service 141

Customer Service Customer Retention 141

Customer Think

MARCH 19, 2024

Meeting the Demands of Superior Customer Service in the Modern Era (Previously posted at DoingCXRight.com/blog) Imagine you’re the manager of a busy customer service call center. The pressure is constant, with customer inquiries and complaints flowing relentlessly. “I just can’t […]

Customer Service 69

Customer Service AI Contact Center Technology 69

Sprinklr

OCTOBER 5, 2021

It’s a common misconception that customers who raise complaints do so because they have nothing better to do, or worse still, because they are looking for a way to gain free or discounted products and services. RG 271 requires these institutions to respond to complaints lodged on social media and digital communications platforms.

Machine Learning 119

Machine Learning Compliance Social Media Government 119

Provide Support

NOVEMBER 1, 2017

5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers.

Customer Feedback 148

Customer Feedback Customer Experience 148

Shep Hyken

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.

Entertainment 77

Entertainment Hospitality Hospitality Start-ups 77