Join Jeff Toister for an in-depth discussion in this video Passing along complaints, part of Working with Upset Customers.
- When a customer has a complaint, it usually comes to us. … We can solve a lot of them, but some we can't. … In these situations, it's up to us to pass along … this valuable customer feedback … and make sure it gets to someone … who can do something about it. … The first step is to commit to sharing customer feedback. … It's not always easy. … Some employees just aren't paying attention. … They don't realize that the customer … is sharing vital feedback … that could be used to improve service. … Others are worried about being blamed for the problem … so they choose to stay silent. … Some feel the complaint won't be addressed properly, … so sharing the complaint is a waste of time. … If we don't try to do something about it, … we'll get stuck listening to the same complaint … from customer after customer. … Here are a few steps you can take to pass along complaints … and help make things better. … Step one is to look for feedback. … We can easily get stuck on autopilot … when we hear the same complaints day after day. …
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words