Comments on: How We Handle Angry Customers And Potential Customer Service Disasters

By: To Do or Not to Do Employee Reviews | CallCenterBestPractices.com

To Do or Not to Do Employee Reviews | CallCenterBestPractices.com — Mon, 26 Sep 2011 11:49:47 +0000

[...] Reviews10 Ways To Make Your Performance Review Pay Off — Even In A RecessionHR Basic: CoachingHow We Handle Angry Customers And Potential Customer Service Disasters if (top!=self) { window.location = [...]

By: Difficult Customers and How to Handle Angry Customers | CallCenterBestPractices.com

Thu, 22 Sep 2011 16:45:53 +0000

[...] Source: http://EzineArticles.com/6500407 Mouse here forRelated LinksRelated LinksHow We Handle Angry Customers And Potential Customer Service Disasters Filed Under: Customer Care Tagged With: angry customer, angry customers, basic sales techniques, [...]

By: Rob

Rob — Fri, 02 Jul 2010 19:58:49 +0000

Great advice-from-experience. The best kind. Keeping a record of potential customer fiascos is a great tip, something I’ll have to prepare for.

By: Cheri

Cheri — Thu, 01 Jul 2010 17:35:53 +0000

Even though our return policy is posted clearly, we were still getting angry customers who said they didn’t know about our return policy. We solved this by creating a button that says “I have read and understand the return policy…” and they must click this button to continue checkout. This has reduced both returns AND angry phone calls.

By: Tyler WebCPA

Tyler WebCPA — Thu, 01 Jul 2010 16:32:12 +0000

I like the idea of logging your customer complaints and keeping records as you deal with dissatisfied customers. Also, making sure your store policies are easy to find is common sense that too often gets ignored.
When I worked as a supervisor at a call center (travel agency) I found that often the really unreasonable customer has an issue that is only incidentally related to their complaint with you. It could be that they suspect insolence or disrespect from the person taking their call or they are just in a bad way. Taking the time to fully understand and emphasize with them can be the key. Don’t try to hurry up a solution that may be beside the point.

By: Murlu

Murlu — Thu, 01 Jul 2010 15:39:23 +0000

Although the old adage is “the customer is always right” – we do have to stand up for our own employees because at the end of the day, they’re the people you work most closely with.

However, everyone should do everything within their power to satisfy a customer.

You pointed out social media as being a major factor now. It’s certainly so. I’ve gone on a rant about companies which surprised me to see them respond because they have taken the time to monitor their brand.

There’s really two parts of customer service now:

Up-front
Damage control

In the up-front customer service, do everything that this post talks about, be prepared to take a financial hit if that’s what satisfies a customer.

For damage control, your business needs to make sure that if anything does slip up and the customer goes irate, you can engage them afterward (publicly) to solve any issues.

Do everything to keep your customers – it’s harder and harder to get new ones but retaining them will show additional value after every visit

By: Tweets that mention How We Handle Angry Customers And Potential Customer Service Disasters | MyWifeQuitHerJob.com -- Topsy.com

Thu, 01 Jul 2010 14:58:24 +0000

[...] This post was mentioned on Twitter by mywifequit and Nancy . Nancy said: Excellent coping advice for every biz. >> How We Handle Angry Customers And Potential Customer Service Disasters | http://bit.ly/cLhHeF [...]