Monitoring sales of products and services will help establish trends and highlight slow-moving items. Are problems always complaints? NO Problems are not always complaints, but if not rectified or dealt with effectively then they can quickly turn into complaints. Resolutions and their benefits When a customer has a problem or complaint resolved they feel one or more of the following: relief satisfaction justification pride loyalty. Benefits of finding resolutions Problems and complaints are a good opportunity for an organisation to critically view and review their service, offer or product range. Finding suitable resolutions with customers (internal and external) will create trust, respect and customer loyalty. Using effective monitoring techniques will ensure that repeat problems or complaints are reduced or eliminated. The result of improving products or services will inevitably improve customer relationships and profits. Enhanced business performance In the previous session we covered ways of monitoring problems and complaints. Many organisations will create key performance indicators (KPIs). They are designed to measure strategic goals and objectives. Customer service KPIs are a good tool to measure performance. For example: targets set for how long before a call should be answered how long calls should take how many calls in a day/week/month how many acceptable complaints per month. Enhanced business performance cont. The targets are then measured, for example: how many were answered within 30 seconds how many took 5 mins to conclude how many were answered by each person in a day how many complaints per month. Measuring complaints and problems on a regular basis will give an organisation a fuller picture of the nature and amount of complaints. This will allow the business to enhance its performance when dealing with complaints. It will help meet targets, reduce complaints and ultimately improve sales.
Monitoring sales of products and services will help establish trends and highlight slow-moving items. Are problems always complaints? NO Problems are not always complaints, but if not rectified or dealt with effectively then they can quickly turn into complaints. Resolutions and their benefits When a customer has a problem or complaint resolved they feel one or more of the following: relief satisfaction justification pride loyalty. Benefits of finding resolutions Problems and complaints are a good opportunity for an organisation to critically view and review their service, offer or product range. Finding suitable resolutions with customers (internal and external) will create trust, respect and customer loyalty. Using effective monitoring techniques will ensure that repeat problems or complaints are reduced or eliminated. The result of improving products or services will inevitably improve customer relationships and profits. Enhanced business performance In the previous session we covered ways of monitoring problems and complaints. Many organisations will create key performance indicators (KPIs). They are designed to measure strategic goals and objectives. Customer service KPIs are a good tool to measure performance. For example: targets set for how long before a call should be answered how long calls should take how many calls in a day/week/month how many acceptable complaints per month. Enhanced business performance cont. The targets are then measured, for example: how many were answered within 30 seconds how many took 5 mins to conclude how many were answered by each person in a day how many complaints per month. Measuring complaints and problems on a regular basis will give an organisation a fuller picture of the nature and amount of complaints. This will allow the business to enhance its performance when dealing with complaints. It will help meet targets, reduce complaints and ultimately improve sales.
Resolve-customers-complaints.docx