Complaints come with the territory in the customer service arena. But when processed constructively, they can benefit an organization in many ways.
The word “complaint” generally carries negative connotations. However, if complaints are handled correctly and used as educational tools, they become positives.
Complaints can be Profitable
As any business owner knows, customer complaints are inevitable. But most successful organizations embrace complaints and use them to their advantage. After all, how can a business make improvements if the decision makers are not aware of faults, defects, or inadequacies? And customers are the ones who will point them out.
Complaints create opportunities for customer service managers and the product development team. Organizations using speech analytics solutions to monitor conversations can glean a lot of information – whether negative or positive. This can be a valuable customer service training tool.
Speech analytics technology is often incorporated into call monitoring systems to facilitate call monitoring. This technology pinpoints specific calls and points of interest within agent-customer conversations. The training developed from these interactions not only helps agents refine their approach to handling complaints, but it also prepares them for a wide variety of complaint-related topics and scenarios.
Improving CX Increases Customer Loyalty
When dissatisfied customers convey their criticisms, organizations know they need to improve their products, services, or processes. When customers are shown that a problem has been addressed and rectified in a timely manner, loyalty is often soon to follow. Though they may test the waters with other businesses offering similar products, they will likely gravitate back toward the company that provided them with the best customer service.
To learn more about improving your customer service operations, and the overall customer experience, contact a CallFinder Specialist to schedule a demo!