When a customer lodges a complaint, what they are really saying is that the company has failed to meet their expectations. This displeasure, which converts the customer into a detractor, must be managed properly to neutralise the bad feelings and try to turn the client back into a supporter.
By implementing systems designed to handle such incidents correctly and expeditiously.
What else can we take away from this?
This also helps us to identify operational, commercial or communications failures which, if addressed and corrected, will surely improve the way our customers perceive us in the future.
How do we do this?
More than a tool, this is really a service methodology. However, having the right tool will clearly make things even better. Our proposal is PlanTalk.
It provides a methodology and indicators for designing and maintaining a Customer Incident Management Service which, in addition to building loyalty through fast, personalised services, helps to identify operational, commercial or communication failures so that they can be corrected in current and future products and services.
In sectors like banking, insurance, utilities, telcos, etc., customers can change providers easily and all of these sectors have a high number of complaints. By correcting errors and addressing complaints, we can turn an expense into an opportunity for improvement.