In order to properly refer unresolved customer grievances to the correct department, there are several steps we can take to manage the process. The end goal is always to find ways to consistently improve the customer experience, and grievances are an essential aspect of that process. Customer grievances highlight areas that need attention or focus within your department or company. The activities below help you to organize your customer service initiatives to be proactive as opposed to always reactive. Next, the activities encourage you to get rid of the script and use empathy when dealing with a grievance. Lastly, explore creative ways to fix the issue. The last set of activities will help you figure out which department or person you need to refer the complaint to.
Some of us can see issues before our customers bring them to our attention. Those talented people often design aspects of the customer experience in such a way, grievances are minimized. For instance, the website can be designed to minimize and handle many issues before a customer service representative needs to get involved. Being proactive is an essential way companies can minimize grievances.
Bring empathy and a human touch to the customer. If they took time out of their day to reach out to your company, return the favor by addressing their concerns the way you would like someone to speak with you. Some of the activities below suggest you offer options instead of apologies.
There are creative ways you can fix a customer grievance, especially with the advent of social media. These creative solutions also impact how you refer the grievance as well as who you refer to.