Complaint Business Process Requires Listening Skills
Follow these steps to making the customer complaints process more efficient and effective. Enhance this customer experience to retain and grow your base of revenue. ...
Via BusinessBrief: Turn complaints into opportunities
... "Even if you know the resolution immediately, let the customer finish before you say anything. " ...
Via BusinessBrief: Turn complaints into opportunities
Labels: business-process, complaints, customer-service, growth
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posted by Frank M at 8:43 AM
1 Comments:
There was no 'process' whatsoever in the linked article. Just a list of methods for reacting to customer complaints which assumes the entire problem domain resides with the customer and the salesperson.
Production, distribution, engineering, administration- all could have been the root cause for the problem.
For thata reason, a true process would provide a clear model for the actors, roles and responsibilities with a response path to deal with the situation.
A muddled response is worse than no response at all.
By
Jefferson, at 9:26 AM
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