Turn Customer Complaints into Customer Referrals

by Connor Jordan on September 15, 2014

Imagine the following customer service scenario. Your customer has an issue. Your customer contacts you and seeks help. Your customer gets exceptional service. Your customer is thankful, so you ask your customer to tell the world.  Your customer happily tells the world. You earn new business because of your customer’s experience and willingness to share the great news.

Is this how your customer service delivery happens currently? Do you have processes and software in place to follow the do’s and don’ts for exceptional customer service? If not, then perhaps it’s time to adjust your expectations and use industry leading solutions such as Microsoft Parature and Dynamics CRM.

 Top Do’s and Don’ts for Turning Customer Complaints into Customer Referrals

  • DO – Listen. The most important thing you can do for your customer is listen and pay attention to what they have to say. A great listener will easily lower frustration levels and encourage the customer to provide all the important details, which will help you then resolve their issue.
  • DON’T – Defend with Excuses. There’s no reason to provide commentary or excuses. This will only heighten the customer’s frustrations and delay the process for helping them with the issue itself.
  • DO – Stay Positive. Your demeanor with regard to how you will support them and find them a solution will go a long way to keeping frustration levels down and allowing you to focus on finding the solution.
  • DON’T – Make Promises you aren’t Responsible for Keeping. You may not be the person who can actually fix the problem, so be clear that you will be relying on additional people and resources to get the issue resolved. Only go as far as saying that you’ll do everything within your power to assist in the resolution of the matter.
  • DO – Evaluate and Communicate. Based on what you know, formulate and discuss the plan to resolve the issue. If possible, provide timeline estimates and inform the customer of the steps you’ll take to remedy the situation.
  • DON’T – Blame. Don’t point fingers at your processes, your colleagues or the customer. What’s happened has happened and rehashing who’s at fault serves no purpose. Keep the customer focused on moving forward and getting the situation resolved.
  • DO – Follow through and Follow up. Be sure the issue is resolved, the customer then understand how it was resolved and that the customer is satisfied with the end result.
  • DON’T – Stop Once the Problem is Solved. Don’t pass up the chance to thank the customer for bringing the issue to your attention. Use the experience to help prevent the situation for other customers. Ask the customer to provide public praise and, if possible, direct referrals to others in their network.

While 35% of customers openly complain about bad experiences, 52% proactively provide praise* when they receive exceptional customer service. Learn more about modern customer service delivery and how you can leverage the power of Dynamics CRM and Parature to implement winning customer service strategies in this week’s live webinar.

“Increase Revenue with Exceptional Customer Service Processes”

Wednesday, September 17th at 4 pm GMT / 11 am EDT / 8 am PDT

Duration: 30 minutes

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*2014 State of Multichannel Customer Service Survey, Parature – April 2014

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Rethinking Customer Service

by Connor Jordan on September 8, 2014

Customer Service is more than just a name of a department. Customers are expecting an experience that requires leading organizations to rethink how to deliver an exceptional experience, which means involving multiple departments and covering multiple phases in the relationship with the customers.

To rethink your customer service delivery you must first understand what the customers are expecting, align your processes to meet those expectations and use industry leading solutions such as Microsoft Parature and Dynamics CRM.

What Customers Want, which May Require your Rethink

  1. A consistent cross-channel experience – Customers expect the same experience regardless of the channel they choose. So, if they request help via your website, social media, phone or email they want a consistent, effective experience. If they don’t get it, they know they have the power to tell the world and they will. Use Parature, integrated with Dynamics CRM and provide training so delivery of exceptional customer service is easier and more consistent.
  2. Proactive, not reactive customer service – Put processes in place to anticipate future needs from the customers perspective. This may involve being aware of pending renewals of contracts or sending out notification via all channels to inform your customers of upcoming new services or changes to existing ones. Customers don’t like being surprised when you change something without their prior knowledge. In Dynamics CRM, you can set notifications and use workflows to ensure proper, proactive notices go out to your customers.
  3. Customized engagement, not one-size-fits-all processes – Customers expect to be treated as though you understand their unique needs and have a one-to-one relationship with them. They get disappointed when customer service agents are using overly scripted methods, so be sure to put a lot of effort into training your reps to think on their feet, react quickly and get problems solved without following a canned script.
  4. Efficient interactions with whomever they engage to provide the service – Since customers have the power to choose multiple methods they may engage people from various departments in your organization. They just want their issue solved quickly. What they don’t want is to be passed around multiple times until they finally find someone who can help. So, be sure to provide training an access to your internal system so that people from sales, marketing and other departments can provide the exceptional customer service they expect.

Since 71% of customers* who receive exceptional customer service are more likely to recommend your company to others, it’s important to get it right. Learn more about modern customer service and how you can leverage the power of Dynamics CRM and Parature to implement winning customer service strategies in next week’s live webinar.

“Increase Revenue with Exceptional Customer Service Processes”

Wednesday, September 17th at 4 pm GMT / 11 am EDT / 8 am PDT

Duration: 30 minutes

sign up for the live Tips2Win webinar

*NM Insite, State of Social Customer Service Report, July 2012

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