Every call center leader knows that not every client interaction is going to work out exactly as planned. Unfortunately, these interactions have been shown to even end in frustration and a negative experience on both the customer and the employee’s end (paying a quick visit to YouTube and listening to a sampling of nightmarish examples will prove this true).
While this is indeed the nature of the beast and, unfortunately, cannot be avoided, an important part of any business strategy revolves around making use of every possible resource and soaking all that can be gleaned out of it. Often, negative interactions can leave a foul taste in a call center agent’s mouth, but it can also offer up helpful information.
The key to utilizing negative experiences and feedback is to remain unemotional about a poor interaction with a customer in an effort to extract the essence of whatever the problem may be.
By remembering and utilizing four simple steps when a problem arises, unparalleled benefits are likely to surface to the top, effectively solving problems that might have been hiding in ignored criticism.
1. Identify Possible Patterns
If one client has a problem, you can bet there will be 10 more in line that will experience the same thing. Because of this, the importance of tracking negative feedback and analyzing recurring themes or patterns cannot be emphasized enough.
2. Diagnose the Culprit
Once a pattern is discovered, it is important to diagnosis why the problem exists, who it affects and how far-reaching the issue is. Even as something as small as a broken website link or subscription form could be compromising important business.
3. Affect Change
Once a problem has been identified and diagnosed, it is now important to solve the problem and the possible issues that have risen from the misstep. Seamlessly work with every necessary department to rectify the issue as soon as possible.
4. Inform the Client
Not only is it important to address negative feedback, but an important step is to let clients know that the company has heard the feedback has acted upon it. This will hopefully mend fences and get the customer relationship back on track.
So there you have it – what might appear to be an “unsuccessful” customer interaction can actually prove beneficial for long-term growth. Click here to learn more about technology for empowering your organization, from cloud contact center software to mobile, digital and social tools.
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