It’s Day Three of the #NCSW14 campaign, and today the ICS are throwing the following question at organisations and their customer service strategy: How well does your organisation respond to problems? Do your employees have the skills and training to respond effectively?
“Sometimes there are challenges in meeting customer needs, or things can go wrong,” the ICS states. “How organisations react when customers raise problems or complaints has a significant impact on how customers see their relationship with an organisation.
“Organisations need to provide clear and easy ways for customers to make contact, especially when they are experiencing a problem. They need to respond positively when a customer reports a problem – whoever in the organisation receives it. Organisations need a clear process for complaint handling which recognises that the way problems are dealt with can be as important for customers as the eventual outcome.”
Things to consider when reviewing how you deal with problems:
• What are the key issues your customers complain about?
• How will you deal with customers who have a problem but don’t make a complaint?
• What are the key skills and training needed for effective complaint handling?
• How well do you respond in a crisis?
Nick Peart, marketing director EMEA at Zendesk offers the following advice:
“The voice of the customer is a force to be reckoned with, especially if there is a problem. If harnessed correctly, it can be a significant advantage - get it right and you can be a customer service hero and make customers into a champion of your company.
“Make sure you have the correct processes in place: Help desks need to have processes and procedures in place to be able to respond to all the channels effectively and in a timely manner. Employ easy-to-navigate online FAQs and help documents organized by topic and to do the heavy lifting ahead of time to prepare to respond rapidly with the right solutions to any problems.”
What does your organisation do to deal with customer service problems? Let us know in the comment box below or via #NCSW14 on Twitter.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.