It also helps to maintain customer loyalty. Using complaint or problem data helps an organisation target individuals and/or groups of customers to reach effective resolutions. Customer loyalty ladder The customer journey and how they enter the journey via various touchpoints, such as websites, phone, face-to-face or even social media. When a customer returns to buy further products/services they begin to show loyalty to the organisation or brand. This is one of the early stages of the loyalty ladder’. ‘customer Customer loyalty ladder cont. Even if a customer has a complaint, this can be turned around so they become a client or even a supporter of an organisation or Why is this? Could it be that the customer’s expectation has been exceeded! Exceeding expectations can be targeted and measured too! Negotiating techniques to retain customers Retaining customers and turning them into partners or advocates doesn’t just happen: it has to be worked at. If customers are not respected when they have a problem or complaint, they will escalate the issue higher up the organisation or go to elsewhere, such as Trading Standards, the press, social media or consumer rights TV programmes. Customers often have an idea of what resolution they want to a problem or complaint. This is even before they take the first step in contacting an organisation or internal department. Customer service professionals need to be able to manage this expectation. What is the first skill a customer service professional should demonstrate when a customer complains or has a problem? Listening This is the first skill to use when customers approach or make contact with a problem or complaint. If all the details are listened to and recorded correctly, then the interaction with the customer will be based on the customers’ perception of the problem/complaint. Once the problem or complaint has been heard the following skills and techniques should be used. Ask relevant questions to confirm understanding. Ask the customer what they expect or would like to happen. Know if the expectation is achievable. Offer alternatives if the expectation is not achievable. Prepare for discussion. Be ready to compromise. Confirm, act and close. Once a resolution has been reached the following must be implemented: share information with interested parties record the outcome on the CRS or relevant documents
It also helps to maintain customer loyalty. Using complaint or problem data helps an organisation target individuals and/or groups of customers to reach effective resolutions. Customer loyalty ladder The customer journey and how they enter the journey via various touchpoints, such as websites, phone, face-to-face or even social media. When a customer returns to buy further products/services they begin to show loyalty to the organisation or brand. This is one of the early stages of the ‘customer loyalty ladder’. Customer loyalty ladder cont. Even if a customer has a complaint, this can be turned around so they become a client or even a supporter of an organisation or Why is this? Could it be that the customer’s expectation has been exceeded! Exceeding expectations can be targeted and measured too! Negotiating techniques to retain customers Retaining customers and turning them into partners or advocates doesn’t just happen: it has to be worked at. If customers are not respected when they have a problem or complaint, they will escalate the issue higher up the organisation or go to elsewhere, such as Trading Standards, the press, social media or consumer rights TV programmes. Customers often have an idea of what resolution they want to a problem or complaint. This is even before they take the first step in contacting an organisation or internal department. Customer service professionals need to be able to manage this expectation. What is the first skill a customer service professional should demonstrate when a customer complains or has a problem? Listening This is the first skill to use when customers approach or make contact with a problem or complaint. If all the details are listened to and recorded correctly, then the interaction with the customer will be based on the customers’ perception of the problem/complaint. Once the problem or complaint has been heard the following skills and techniques should be used. Ask relevant questions to confirm understanding. Ask the customer what they expect or would like to happen. Know if the expectation is achievable. Offer alternatives if the expectation is not achievable. Prepare for discussion. Be ready to compromise. Confirm, act and close. Once a resolution has been reached the following must be implemented: share information with interested parties record the outcome on the CRS or relevant documents
Resolve-Customers-Complaints1.docx