The proactive approach to customer complaints
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. Customer complaints: Look at the right things.
No Medals for Complaint Complacency
NOVEMBER 1, 2016
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.
The Best Complaint is No Complaint
SEPTEMBER 9, 2015
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
DECEMBER 22, 2015
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.
12 Steps to Handling Customer Complaints
OCTOBER 17, 2016
No business likes to get complaints. However, we have to accept the fact that complaints will happen. Handle Complaints Quickly. How important is it to properly handle complaints quickly? Proper complaint handling is essential.
Not All Complaints are Created Equal
AUGUST 19, 2015
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 Steps to Your Best Complaint Response Letter – with Powerful Examples From JetBlue, American Airlines and JCPenney
AUGUST 31, 2016
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.
5 Ways to Handle Customer Complaints
JULY 27, 2015
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.
Want to Write Amazing Complaint Response Emails? Here are 4 Keys for Doing Just That.
SEPTEMBER 21, 2016
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.
Turning Customer Complaints into Better Business
FEBRUARY 29, 2016
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
JUNE 22, 2015
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
Kill Them With Kindness: How to Embrace Customer Complaints
SEPTEMBER 14, 2015
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.
All you need to know to make a complaint about energy
AUGUST 22, 2016
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?
JULY 29, 2015
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.
What's Fueling Customer Complaints with Airlines
APRIL 5, 2016
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.
Do Your Agents Know a Complaint When They Hear One?
DECEMBER 10, 2015
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
Turn a Complaint into an Opportunity to Increase Customer Loyalty
Up Your Service
MAY 13, 2015
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)
DECEMBER 9, 2015
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.
How to Turn a Social Media Complaint into a Success Story (Infographic)
MARCH 8, 2017
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.
A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments
APRIL 5, 2016
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?
The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service
FEBRUARY 23, 2016
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.
Telecoms customer complaints rising in the UK
DECEMBER 18, 2015
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.
Dealing with the rising number of customer complaints
AUGUST 26, 2015
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
JUNE 15, 2015
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!
4 Most Common Customer Service Complaints You Can Fix in One Day
Win the Customer
SEPTEMBER 17, 2014
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.
Five Ways Start-ups Can Handle Online Customer Complaints
SEPTEMBER 9, 2015
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.
Why you should write not ‘phone to complain effectively
JANUARY 24, 2016
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.
Execs Still Don’t Get Customer Experience
SEPTEMBER 29, 2014
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.
7 Ways to Handle Customer Complaints Over the Phone
SEPTEMBER 3, 2015
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 use the Financial Ombudsman?
JULY 24, 2015
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
OCTOBER 19, 2015
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!
3 Ways to Win Big When Customers Are Furious
APRIL 17, 2017
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.
4 Types of Social Media Customer Complainers (and How to Deal with Them)
NOVEMBER 28, 2016
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.
What customers need to do in order to get companies to listen to their complaints
MARCH 13, 2012
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
MAY 19, 2011
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.
Social Customer Care Cannot Be Ignored
MARCH 29, 2017
Respond to all mentions, not just complaints. One of the worst things a company can do is ignore comments – especially complaints. When responding to comments and complaints, make it personal. Just last week I attended Social Media Marketing World in San Diego.
Don’t call them complaints – call it “feedback”
MAY 3, 2011
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.