Remove complaint

The proactive approach to customer complaints

Customer Bliss

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. Customer complaints: Look at the right things.

No Medals for Complaint Complacency


What’s more, good businesses have become better at dealing with complaints. Rather than avoid or gloss over them, businesses now tackle complaints head on. All of which is a good thing, because review sites and social media have made complaints as visible as advertising.

Trending Sources

The Best Complaint is No Complaint

Customer Interactions

In the last two posts, we discussed how analytics-driven complaint management can help ‘put out fires’ and satisfy the regulators (i.e., detect, manage, monitor, report and remedy customer complaints). Now let’s talk about what we can do to predict and even prevent complaints

6 Building Blocks to the Perfect Complaint Response Plan


Many a moment of business well-being has been tarnished with the news of a complaint being lodged against you by an unsatisfied customer. Sadly, complaints are almost inevitable in any customer service environment, but what sets the best from the rest is the way you respond.

5 Types of Complaining Customers And How to Handle Their Complaints (Infographic)

Provide Support

No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth.

Not All Complaints are Created Equal

Customer Interactions

Last time, we discussed ways to overcome the pitfalls and challenges of accurately detecting a customer complaint. You need to follow through; making sure the complaint is handled correctly all the way to its (hopefully successful) resolution

5 Ways to Handle Customer Complaints

CSM Magazine

Learn how to handle customer complaints the right way and turn a bad experience into one that will result in a long lasting customer relationship. Handling customer complaints properly can help you deal with the issue at hand, while giving you the opportunity to retain the customer. If you have listened carefully and apologised sincerely, it will help the customer to move past being annoyed and will help in moving positively to the next step in dealing with a customer’s complaint.

5 Steps to Your Best Complaint Response Letter – with Powerful Examples From JetBlue, American Airlines and JCPenney

Myra Golden

One of the things I do in my practice is write the templates for complaint response letters for some of world’s most renowned brands. Once I get the brand voice down, my complaint response letters follow 5 steps.

Turning Customer Complaints into Better Business

CSM Magazine

However, one company has developed a complaint management system that helps to identify any dissatisfaction at the very earliest stage. Customer complaints present a huge opportunity to businesses. Solve a complaint and reaps the rewards.

15 Great Words to Use in Complaints

Helen Dewdney

Here is a list of excellent words that I frequently use in complaint correspondence. What words do you like to use in your complaint correspondence? Complaining General complaints complain effectivley Complaints gain refunds redress Refunds results

Tips 17

Want to Write Amazing Complaint Response Emails? Here are 4 Keys for Doing Just That.

Myra Golden

Story highlights: Empathy, Casual Language and Personal Pronouns are the secret to amazing complaint response emails. Have you heard of Blue Apron? It’s a grocery delivery service, basically.

Kill Them With Kindness: How to Embrace Customer Complaints


Many other customers are looking to them to see how a complaint is handled meaning you can’t ignore them. While it may seem impossible to address all the negative reviews, answering customer complaints actually increases customer advocacy.

Do Your Agents Know a Complaint When They Hear One?

Customer Interactions

While virtually every institution tracks complaints, the number of complaint intake channels has increased dramatically in recent years Too often, when we talk about customer experience we usually, focus on improving NPS (getting more and happier promoters), When Compliance meets CX, more specifically when Compliance meets bad CX, Organizations get their worst detractors. We all know what impact those customers can have in terms of brand damage and NPS score.

NPS 30

All you need to know to make a complaint about energy

Helen Dewdney

Keep up to date with the latest in consumer rights and sign up to newsletter: Email address: Discussing NPower complaints. Complaining Complaints Uncategorized bills Comparison websites electric Energy Gas National Grid Ofgem Quality Standards

Do Your Agents Know a Complaint When They Hear One?

Customer Interactions

You know how when you used to complain to your service provider about something they did, you never knew if anything would be done about it


What's Fueling Customer Complaints with Airlines

Think Customers

Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 percent last year, customers were most frustrated with problem flights, including cancellations and delays.

How to Turn a Social Media Complaint into a Success Story (Infographic)

Provide Support

Frequently, these platforms are used to make a public complaint – either because they can’t find another way to get through to you, or because they believe that dealing publicly with the issue makes you more likely to resolve it quickly.

Turn a Complaint into an Opportunity to Increase Customer Loyalty

Up Your Service

The post Turn a Complaint into an Opportunity to Increase Customer Loyalty appeared first on UP Your Service. When you cannot deliver the service you promised to your customer, what do you do? Let’s face it. We all have days when we disappoint customers for various reasons.

Ten Common Customer Service Complaints (and How Digital Engagement Can Help)

CSM Magazine

Howard Williams, Marketing Director at digital engagement specialists Parker Software, looks at how modern tools like live chat software can help businesses to manage costs and addresses 10 of the most common complaints. “Customer service is king” is a phrase that has never been more prudent.

A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments


In one of my previous jobs, I had a supervisor who treated every complaint as a personal disaster. I can admit that handling customer complaints might look as difficult as taming a lion, but what if complaints aren’t all that bad for your business?

Telecoms customer complaints rising in the UK


Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. According to its latest customer service report complaints against telecoms companies are increasing. Complaints come through many channels On average Ofcom receives nearly 300 complaints every day.

The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service


A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service.

What to do when ripped off by a hotel

Helen Dewdney

All you need to know about booking/complaining about holidays/flights provides links to a variety of posts discussing how to prevent problems, successful complaints, your rights when booking and after your holiday etc. Complaining holidays complaints hotel complaints Rip off BritainIf you came here from my appearance on Rip Off Britain talking about how to complain to hotels. Here’s some advice and useful links. Complain at the time.

Dealing with the rising number of customer complaints


Date: Wednesday, August 26, 2015 Dealing with the rising number of customer complaints. For example, in the UK, energy regulator Ofgem has fined individual utilities over £4m for mishandling customer complaints. That’s an average of one complaint every 1.2

This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times! - Frank Reactions

Tema Frank

If you haven’t heard Dave Carroll’s United Breaks Guitars song, start here: I’m one of a great many speakers who use this video to show how NOT to handle a customer … Continue Reading → The post This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times! United Airlines Paid a Big Price For This Customer Service Screw-Up!

Video 23

4 Most Common Customer Service Complaints You Can Fix in One Day

Win the Customer

Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry customer.

3 Ways to Win Big When Customers Are Furious


Blog Customer Experience customer service Featured complaints feedback growth hacking growthhacking innovation linkedin strategyHave you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry.

Five Ways Start-ups Can Handle Online Customer Complaints

CSM Magazine

The key is to look at online complaints as an opportunity rather than a potential PR disaster and have a robust plan of action in place. A good response to a complaint can actually convert an angry and upset customer into a loyal, raving fan.

7 Ways to Handle Customer Complaints Over the Phone

CSM Magazine

Before I take you through a 7-step process and tactics for dealing with difficult telephone calls, let’s explore your beliefs and intentions about customer complaints. Your belief needs to be: Complaints are good. The worst complaints are the ones we don’t hear. Think of complaints as a gift—it’s just that sometimes the wrapping paper these gifts come in isn’t attractive or appealing.

Why you should write not ‘phone to complain effectively

Helen Dewdney

Writing v ‘phoning complaints. As many of you who follow this blog know, I always advocate putting your complaints in writing as one my Top Tips for effective complaining.

Tips 34

Execs Still Don’t Get Customer Experience


Monitor and respond to social media complaints – and provide effective resolution. Instead of waiting for customer complaints, you can proactively create experiences to not only avoid them but create WOW moments instead. The following is a Best of 360Connext post.

Why use the Financial Ombudsman?

Helen Dewdney

Complaining Complaints Complaints gaining redress banks building societies finance Financial OmbudsmanI’ve used the Financial Ombudsman a couple of times and obviously both times he found in my favour! Both times were Halifax too!

Keeping Up with Customer Insight

Wired and Dangerous

Shifting away from politics — what do you do with customer complaint magnification? Customer Insight Customer Intelligence Customer Relationship communication customer complaints customer insight listening to customers service memoryThe campaign season is in full swing!

What customers need to do in order to get companies to listen to their complaints

Service Untitled

One of the common problems however, is getting a complaint satisfactorily resolved with the least amount of frustration, anger, and time. It’s my experience the earlier in the day you call with a complaint, the more likely you will get an answer and a resolution.

The great debate on handling customer complaints

Service Untitled

So what is the great debate how to handle customer complaints? Possibly Related Posts: Don’t call them complaints – call it “feedback&# Customer feedback should be revered by business owners.

4 Types of Social Media Customer Complainers (and How to Deal with Them)


Brands, on the other hand, have much to lose with complaints on social media. If you want to improve the way your team handles complaints on social media, you have to be acquainted with different types of customers who post negative reviews online.

Don’t call them complaints – call it “feedback”

Service Untitled

It’s a rare business that never has a complaint, but the negative connotation of the word tends to bring down our spirits, so why not use the positive spin and label it “feedback?&# Customer feedback should be revered by business owners.

Mis-sold a contract? How to get out of it

Helen Dewdney

I also wonder if the fact that this is the only sector that has two Ombudsman services ( CISAS and Ombudsman Services Communications) is because they have twice the amount of complaints than any other sector!

Busted! Four Complaint Management Stereotypes

Customer Interactions

“Then you better start swimmin' or you'll sink like a stone for the times they are a-changin’” – Bob Dylan The need to manage customer complaints is hardly new for financial institutions. Most institutions have been practicing complaint investigation and resolution at the corporate and business level for many years.

How to provide great customer service (when things go wrong)

Helen Dewdney

Pre-empting the complaint that she knew we were going to make meant that I am not writing to you about breach of contract (not providing services with reasonable skill and care) but to compliment your team at the spa. Time I feel for a story of how customer service should be done?