Customer Services – Turning a negative into a positive

Thursday, August 6th, 2015

For many customer service operatives, dealing with complaints is just part of the daily routine.

Most business owners acknowledge that no matter how well  their business is run, it is inevitable that from time to time things will go wrong, accidents will happen, human error will take over or occasionally even the best systems just do not work as well as they should.

Developing a customer services strategy

In that event, the trick is to have a strategy in place for dealing with any resultant complaints as efficiently as possible. In fact, the way in which a business is seen to respond to these challenges can actually enhance its reputation simply by going the extra mile for customers, and by ultimately turning a negative into a positive.

Your customer service operatives should seek to immediately make it clear that the complainant’s opinion is highly valued and that the business is going to act immediately and seek to resolve the problem in the shortest possible time. Another pointer is to have a strategy in place to compensate those with a genuine grievance.  For example, if they have been without a service for a week then you may want to not only reinstate the service but also offer them two weeks service provision free of charge or a retailer could offer a discount voucher for their next purchase or even a free product.

In the event that a complaint is not able to be resolved while the customer is on the line, then the next best thing is to make sure that they are regularly updated so that they never feel the need to prompt your business for a resolution to their outstanding complaint.

Making the customer feel valued

In short a customer should feel highly valued, so it’s important to ensure that your staff follow up where possible and check that the problem is resolved to their satisfaction, that there has been no repeat of the initial situation and your product/service is now meeting their expectations.

Could outsourcing customer services work for you?

If you would like more information on how our outsourced customer services solutions  from mplcontact Sutton Coldfield, Birmingham can help your business, please click HERE to email us or alternatively, call 0121 362 7001 today.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society