Customer Service Complaints on Social Media Gone Wrong

So someone made a mistake and responded poorly to a customer service complaint on Social Media. What will you be able to do to make things right? Is fixing it even possible?

Crisis Management for Customer Service Complaints

Today, complaints are received through social media and traditional channels. And as a result, it’s harder than ever to step in and help the customer.

Of course, it’s still the human’s duty to respond and as a service provider, it’s your responsibility to help the customer. Of course, unless there is legal liability, doing so is also generally beneficial to the brand.

Since your customers are likely shocked at being criticized online, you’ll want to start your mitigation strategy well in advance. Don’t forget to include information about rescheduling your phone call or meeting the person personally. In fact, sometimes you’ll want to reach out through social media. If you can only resolve it by tweeting, perhaps it’s time to tweet out the inquiry to the company at your name for their sake and to your satisfaction.

When You Won’t Even Be Able to Say No

When a customer does reach out on social media and you can’t help them, you might be able to solve it with professionalism.

So how can you support them when you’re not even able to get in touch? From here, there are some steps you can take to resolve their problem.

The first is to respond quickly. If you can find out who wrote it, the second option is to handle the problem internally if possible. Finally, it may be time to consider taking the situation to a customer service manager who is knowledgeable in this exact area.

Mistakes Can Happen

This is a huge misconception when it comes to customer service. As a matter of fact, mistakes can happen all the time with customer service and you won’t be able to avoid them. But the fact is, they can be avoided to a degree and this is why it’s worth taking a look at what else can be done when a customer service complaint is called out.

Manage the Relationship

The first step is to simply apologize. You can also show them that you take their problem seriously. Understand where the issue occurred and then talk about what you can do to resolve it. It’s a good idea to address the issue with the customer as soon as possible. If you can find out who it is who brought it up, you can address it quickly as well. Do Your Homework

Once you’ve addressed the problem, it’s time to research the issue. You may not be able to fix the problem immediately.

Taking time to research the issue will show the customer you have a good idea of what you’re dealing with.

Listen

When the customer realizes how much effort went into addressing their concern, it will be hard for them to walk away. They’ll feel like you got their problem resolved. Remember, you should never try to resolve the situation unless you can. So keeping your word is a good idea.

It’s not a Guarantee

There are chances that you may not be able to resolve your customer’s issue easily, especially if it is outside your job description. This is why it’s so important to reach out to a customer service manager when this happens.

As a matter of fact, customer service managers can even save you from making common mistakes. When you do reach out, they’ll be able to handle things more professionally than you could. Keep in mind, handling a social media complaint is not a one-time deal. So, always remember to keep in mind the above steps to handle a customer service complaint.

Discount

Taking care of the customer is more than just writing a review, taking a picture of the issue, or offering a discount. Treating a customer well means ensuring they’re satisfied.

Therefore, don’t just send a message to them but instead take the extra step of having a face-to-face meeting with them. Or even better, get a dedicated counselor to help them on their own. It won’t cost you anything to set it up for the service managers to handle it. That way you can deal with the problem before it escalates.

One Tip

As a business owner, you’re in charge of keeping the company afloat. However, you also must remember to treat your customer s with respect and dignity.

Disrespecting them, speaking poorly about them, or alluding to their problems will not reflect well on your business. In other words, treat your customer s as you want to be treated. Do not underestimate them or make them feel like you are treating them with contempt. But if you truly want to win their business, don’t make them feel like that.

Supportbench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

Leveraging the Power of Proactive Customer Service

The first step in resolving any proactive customer service complaint is to set up a relationship with the company. If your company employees are always calling, emailing, or texting complaining customers, their relationship with you isn’t ideal.

They’re the only ones who know your company’s standard and want to make your business an easy place to work. The first step to fixing a customer ‘s relationship with your company is establishing a relationship and asking questions.

1. Set up a system to investigate complaints.

Make sure that your company is taking the time to set up a complaint investigation process and make sure you have a system in place to hand it out to customers when they call in a complaint. The complainant and the first party will be the focus, but as a business owner, your company must be on the same page.

Use different timelines for different parts of the investigation. For example, if a complaint is called in at 1 p.m. and you’re still late to the office at 6 p.m., they may still get support from you. “Set up a system for monitoring actions you take to make complaints less likely to occur in the future,” says Michael Schneier, Head of Operations at Hilliard Brands Group. “This allows you to take proactive steps to address issues in a timely manner to make those complaints less likely to occur in the future. ”

Take notes of what your employees are doing, and reference the written procedures that specify when and how they will respond to customers who have issues. In addition, find ways to assist the complainant and make sure that they have a voice in the decision-making process.

Take notes of what does and doesn’t sit right with a company representative.

2. Stand behind your IT systems and procedures.

We’ve said it before and we’ll say it again: IT should be the first line of defense for your company. Your IT department should be aware of everything that you are doing to your customer service infrastructure. “To the extent that your IT is present and helpfully supporting your company , your customers will hopefully be benefiting,” says Jason Park, Director of Operations at Freshness Software, a provider of software solutions.

3. Track complaints internally.

The same goes for customers. They need to be aware of any problems they have with the customer service process. This will be the first step in resolving the customer’s relationship with your company. Locate the complaints that your customers have to go through and track what happens within the system, according to Park.

When your business is ready to address the complaints, the issue can be identified, either as “happy-hour” or “problem-solving” depending on how the customer does their job, say the experts.

Do this before you write any notes or recommendations to your manager in order to improve a proactive customer service

4. Respond quickly.

If you don’t find your customers’ problems solved within the first 24 hours after receiving a complaint, you’ll need to be fast to solve the issue. There’s nothing more annoying than waiting several days for help to arrive or when they appear to be receiving a lot of complaints. These excuses will generally be unfounded, and if a customer can’t be right all the time, they’ll turn to you.

5. Show your understanding.

If your customers keep complaining and the brand doesn’t understand their concerns, or even tries to hide them, your customers aren’t likely to keep coming back. Some companies don’t share their real feelings when dealing with customers, but your company should do so. If they don’t, you should respond to them often and without the need for intermediaries. If a customer does call your company in a complaint, let them know the truth.

Even if they feel helpless, they can still voice a concern and you will hear back.

6. Refer questions to other departments.

If a company starts to have issues with their customer service, consider outsourcing some of the skills they’re hiring as employees. You should also get help from other departments that can help you develop an appropriate response for customers.

7. Be transparent about situations.

When a company gets ready to fix the same issues with their customers, it’s important to give them some time to react and test their processes. They’ll likely have a lengthy message to send, so it’s important to notify them as soon as they have their first feedback.

Supportbench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support and proactive customer service? Contact us today!

7 Steps to Drive Real Customer Support Improvement

Many businesses have the same goals: to drive real trust and customer support improvement to their bottom line. However, restoring trust, as well as increasing the revenue stream, for some businesses seems impossible.

In such cases, customer service or customer support improvement can be the solution. Without customer service, consumers will search online, calling, emailing, (after all these tools are very expensive) or even post on social media. A simple Google search for customer service help or case studies can lead you to hundreds of examples for customer support improvement.

We have examined thousands of case studies and hundreds of case studies that both gave an overall assessment of customer service initiatives as well as how to verify and audit the actual data, as well as how to differentiate it. The key takeaways for managers are:

1. Customer service takes years to build trust with customers

A company provides outstanding service but two out of three customers never know about it. This may be the reason why only 37% of US businesses are serving their customers as they should. As you can imagine, this can have a very significant impact on your bottom line as 70% of customers form their opinions about you based on customer service.

In fact, 90% of consumers will simply stop buying from you if you don’t fix your service issues. The customer journey begins with a business statement describing what your organization does. This is vital because, in the post-internet age, your competitors have so much more control over customer perception and opinions.

2. It’s not a minor issue

Your customers need your help to validate their opinions because trust is a priceless asset. Without this, your real value proposition becomes blurred as to who are really accountable for your customers’ experience and therefore how much they’re going to take your word for it.

In the absence of security for your data, your competitors become better at collecting information than you. This gives them a competitive vantage over you and can present the most severe problem to the rest of the field as well.

3. Customer service dominates the top five business top trends for 2020

Over 80% of businesses which have successful customer service overall will increase their market share.

Today’s automation plays a major role in customer service and this makes up for most of the mistakes, as well as in the inability to build an excellent customer service culture or drive customer support improvement.

Despite it, there are certain lessons companies can take away by looking at both case studies and performance metrics in finance, healthcare, insurance, government, etc. They can easily check if their strategies are working out in practice and simply using additional variables like agents’ response time, how they’re training them, the amount of advertising dollars they’re spending on customer service (both online and offline) etc. can also provide valuable insights into the real performance of customer service.

4. Conduct an audit of the customer data

Let’s say you own a software company. Your next step is to visit the website of your top competitors and see what they can tell you about your customers. Additionally, using sites like G2.com that provide aggregated reviews from customers of rival products can show what customers are finding to be valuable and where there may be potential missteps. Using this data, you can get access to valuable customer data points of competitors that you may use to improve your customer support, positioning, and also for better understanding of market dynamics.

Furthermore, if you’re already a leer in customer service, we recommend making sure you make a point of having several performance audits and reviews along the way. Having multiple auditing sessions along the line might have a huge impact on your bottom line and this certainly helps you save yourself time, energy and money on the process.

5. Know how to answer every question

Back to customer support solutions, the most important aspect of a successful customer support improvement is being able to answer every question. In order to avoid questions, the rest of your communication should be about what you can do to fix it and how you’re going to do it.

In many cases, your customers prefer email and you try to answer some questions manually, like who can they call, how, what kind of questions or how they should respond to some specific questions.

By knowing and working through the questions and answers, you can then start compiling and building an internal knowledge base to help support your team. Furthermore, you can even use this to build a public facing self-service knowledge base that allows your customers to find the answers before contacting you, offloading common questions from your customer support team.

The key is to make sure that you also have a customer support solution such as Supportbench that will allow you to respond instantly and actually even facilitate some better answers.

6. Identify the key factors on customer satisfaction

The ability to enhance your customers’ health score is what’s defined as your company’s ability to live up to your customers’ expectation for what your company is best known to do. There are many different issues, like tracking your customers after getting an order, direct communication and change, resolving issues, or providing more coverage in the event of a claim. That’s why it’s important to look at a customer’s journey from the beginning and measure how you can help your customers. As part of doing so, it’s crucial to understand their pain points and understand what you can do to identify problems, tackle questions, and adjust your service.

Additionally, it is vital to view potential customer service challenges in perspective of your company and get your KPIs on a weekly basis. And before you can start looking at customer satisfaction, you have to see these issues as a business opportunity. So the first step of identifying problems is taking an eye-opening look at your customer satisfaction overall.

Business logic is at the root of every problem, and that’s how you first get to know your customers. It’s important to know what their feedback is and how you could be improving the way you engage with them. Without taking those first steps, you might fail to see the big picture and miss a great idea of how to take action.

Most industries today would be shocked by the fact that attention to customer retention is incredibly poor. According to the Customer Service World, more than 55% of Americans were unsatisfied with their customer experience in 2017.

And the fact that US customers use 27 customer service agencies because they aren’t getting the help they need has also skyrocketed. That’s why it’s vital to prioritize fixing those issues. What started as a mistake can really negatively impact the entire customer experience. It’s important to develop systems that match each and every employee’s needs so that you are doing everything possible to strengthen the relationship between you and your customers and drive customer support improvement

7. Get real on leading change

When it comes to effective customer service, leadership skills are a powerful part of it. Every time there is an issue with your business, it’s the responsibility of the business leadership to lead. You need to help shape the organization and help redefine the way customers interact with your company. Without change, you will continue to miss opportunities to build on your customer’s experience.

Customer satisfaction is the core of every relationship and for many consumers, that’s the number one touch point with your company. And in fact, even though those are two words that most companies don’t use in their daily messaging, people do use them.

Influencers are great to engage with your audience and you want to make sure they see value in your company. You must be there when customers want you to be there. And if you aren’t there, well that doesn’t translate to customer retention. It also means that you aren’t helping your customers get the service they need. They may be experiencing problems, but without knowing what you are doing, your next steps in communication may not lead anywhere good.

Once you know that 80% of all social media users dislike passive interaction and 85% of them are looking for engagement, you should be doing everything you can to satisfy that need. That is why being active with social media is crucial to customer satisfaction in 2020.

In some ways, a basic and simple guide to getting on social media that could improve your business. If you want to be there when people want you to be there, then you need to be there by listening to your customers and acting accordingly.

Supportbench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

How to build a customer-service culture in your company

Hiring a customer-service manager is the first step in bringing customer-service culture practices in your organization up to snuff.

But you don’t have to go through the trouble of hiring a consultant to make it happen; you can institute successful customer-service practices in your company by investing in everything from cultural training to customer service development. And to make sure you’re focused on developing the team, take the following steps to ensure you have a strong customer-service culture in your organization:

1. Work with an Experienced Customer-Service Trainer

Having an internal member of your team sit down and teach people at their pace is like watching paint dry: it takes time to get everyone on the same page. That’s why it makes sense to find a customer-service expert who can help companies across the country teach and train employees.

If your company doesn’t have one available, go to the experts at Glassdoor Workforce Solutions for the full list of best customer-service consultants for a customer-service culture.

2. Audit The Employees

If you want to build a winning customer-service culture in your company, you need to uncover where they’re finding themselves stumbling down the road and how can you help them realize success.

If you can’t find a way to upgrade their learning, look into how you can improve their job role or employee compensation package. This will give you a better idea of how to get them where they want to go.

If you have a company that’s growing and needs more new hires, find a way to attract and engage this new talent to your company. This can either mean investing more in their package or investing in training them on their chosen paths so that they can succeed.

3. Deliver on your Company Values

While it’s encouraging to see a company working on the right values, it’s even more important that a company follow through on them. This means having policies in place that ensure that the team understands and upholds the company’s values.

At the end of the day, your employees aren’t interested in joining your company just because you have policies that say so. They’re looking for a company that believes in them. For example, a company that won’t charge its employees fees for programs and training that would make the employee more productive and the company more money is more than likely going to keep them happy within your customer-service culture

4. Stay Alert And Proactive

Regardless of what you’re doing, or how you’re doing it, if you’re not doing what you need to do, you can’t expect your team to fall in line. Instead, you’re going to need to be constantly active in your company.

For example, look into how you can train your employees and how your company can attract new talent to get better at what it does. Then, stay on top of it, stay aware, and always be proactive.

If you were able to outline all of the steps mentioned above in this guide, you’ll have a strong foundation in place to meet all of your company’s needs.

4. Delivering On Service To The Benefits Of A Great Brand

Your best customers are a reflection of the brand that you’re representing. If your organization isn’t known for communicating with its customers, and if you’re not known for its exceptional customer service, then your business will die. Because today, quality Customer Service is an expectation, not a nice to have.

Fortunately, there are things you can do to build a great brand. Namely, you can work on building a strong reputation of customer service.

If you’re already known for outstanding customer service, then this will make you a well-respected leader in your field. Then, with a solid reputation, you’ll be able to maintain it. Therefore, as they say, the more customers you have, the more profitable you’ll be.

But that’s not the only thing you can do to build a great brand. In fact, it’s more important than that. If you have a strong brand, you should be able to implement it in every aspect of your business.

5. Expand The Road Map For Your Brand

Another way that you can build a great brand is to look at where your brand is and where it could be going.

For example, a great brand is recognized, people will remember it, and what brand owners want their business to be known for is easily identifiable. However, if you haven’t been the best customer service leader in your organization, your competitors will be—and this will lead to lost business and losses of money.

Therefore, your best bet is to make all of your social media, press, and advertising platforms more visible to everyone. This will expose your brand to the widest audience possible, and when people know about your brand, they’ll be more likely to share it.

This will also allow you to create a strategy that will allow your brand to become a well-known brand: Maybe they’ll want to know the competition is coming after them. Or maybe they’ll notice that you’re a customer-centric brand instead of a brand that doesn’t care about their customers.

The goal of this exercise is to give you an overview of where your brand is, as well as where it could be going.

No matter how you look at it, people judge companies by how well they treat their customers. If you don’t make an effort to go out of your way to do that, then your business will fail. Everyone will not only know that you don’t care about your customers, but that you consider it beneath you to even exist there.

But it’s not always about treating your customers well. The other key to building a winning customer service culture is a culture of integrity. This kind of attitude will set your brand apart from the rest of the crowd.

But isn’t it also all about keeping the fans happy? Sure, but loyalty doesn’t just happen. You need to keep them happy so that they come back time and time again to do business with you. And this is where an active, competitive customer service culture comes in. If you don’t really care about people, then you’ll lose customers – and you’ll lose money.

If you’re serious about establishing a winning customer service culture, you need to make sure that every department is following that example.

Internal

Your HR department will build its employees’ skills and habits and train them on how to handle every issue. It’s up to you to make sure that your customer service is the one under your control, and if that’s not the case, then you need to reinforce it with the people you’re using it for.

Your employees are the future leaders of your company, and since customers will be under their influence, they should set up an environment that makes them feel valued and respected. Just being friendly to your customers will start to rub off on employees, and a good customer service culture will then draw them in further.

There’s one position within your company that should be given maximum priority. This is your customer service director. That’s the person responsible for ensuring that every customer is met with the most positive experience possible. They need to make sure that all the guys behind the scenes have the skills they need to carry out that job effectively. It may sound like an easy task to make sure your employees are well-trained in responding to every customer request, but it’s actually really hard.

Over all, it’s important to make sure that your employees are treated as equals, and that there’s a well-informed and supportive culture. As part of that, the culture of every team must play an important role. Everyone will be expected to come up with solutions, and in doing so, they need to train one another to do the same.

That kind of high-quality culture can attract customers and improve retention, all while ensuring that your employees feel like they’re their partner in success.

Supportbench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support and build a customer-service culture? Contact us today!

How To Maintain a Healthy Customer Service Operation

Maintaining a Healthy Customer Service Operation Can Provide a Steady Stream of Revenue.

Customer service is a critical part of a business and many companies place it in the ranks alongside sales or other operations, but the size of a company’s call center has always been a determining factor for how customer support functions. A staff of about 20 people is great, and the number and size of your employee handling direct support can have a significant impact on the way you run the operation. That means that it’s vital to have employees and staff responsible for customer service at your help desk and ensure that every customer service operation is handled as well as possible.

Having a customer support team and a group of employees will allow for some much-needed unity and also give you quick access to the resources required to support customer demands. The benefits are many and customer service reps usually thrive when they build personal connections.

Due to improving marketing tactics, new businesses continue to increase customer acquisition but this is useless if new subscribers do not get the service they deserve from a company. Bigger calls mean more staff and that means more customer service hours per day.

You can increase the support of customer service reps with a strong call center that can assist customers with existing and new projects. Customer service reps are your future. When they are strong, you are more likely to get more support from them and should be able to give you loyal customers we get full service and support from the beginning of their service relationship with your company.

It can be challenging to set up a customer service team and decide how to structure the support team’s work schedule. Talk to the company manager and be sure that the key ratios are met and that the employee and customer service staff are working together to maximize the work hours for the team. Communication is key and your company manager must be fully aware of the needs of their staff.

When you are running long hours of help desk operation you should take care of your customer service reps and at the same time monitor that their time is spent interacting with the customer clients in person and that the customer service team is handling all of the customer’s needs.

How to Generate Revenue from Great Customer Service

In today’s competitive marketplace, many businesses are trying to generate revenue and are hungry for a customer service team that can assist in the revenue generation process. Rather than relying on external sources like advertising, businesses must place the same weight on retaining existing businesses as they do attract new businesses.

Different companies have different value propositions to engage in new business. Some businesses will engage in advertising and some will engage in sales strategy. Either way, it’s clear that many businesses spend a lot for new customer acquisition but don’t have the time and money needed to have a better service experience for their existing customers.

Finding customers to focus on is more important for businesses than other things because customer service is the foundation of a business and anything that can retain customers can be used to generate revenue.

You will notice that a lot of prospective customers are looking for something specific from their service team. A good customer service operation team should treat every customer with equal opportunity to use and enjoy their services. The customer support team should also make sure that customers have access to the best possible customer service experience for whatever activity or service that they want from your business.

Make sure that every employee uses each other’s behaviors to represent the best in themselves and the best in their department. When a service team wants to offer an answer, they always need to offer the best answer that the customer can get without compromising the professionalism of the whole team. The customer’s best interests as much as your bottom line should be the highest priority.

Customers who are happy share their experiences and could even vouch for your services. A great testimonial can work as well as any advertising that your marketing team can come up with.

How to Build Your Team

Not every person in your company should be labeled as a customer service rep. There should be specific people who reach out to customers and those who take action looking for solutions to their problems. But regardless if your teams work in different departments there should be great communication between all of them and the customer service team. Delivering customer satisfaction is a team approach and your results can drastically improve when there is harmony between all your departments.

Now, when you are choosing team members for your customer service department, you’ll want to make sure that these people should be able to follow the team script and should always keep in mind that they’re representative of everyone on the team. Define the roles of your company’s personnel because customers appreciate it when they can easily identify the people that are able to help them with their inquiries and problems.

When your business start scaling, stop thinking that your business is a one-man show. You can’t do everything. However, you can start building a team that can offer you support and face customer problems in a timely manner. You can build this kind of team slowly, beginning with one person if that’s all you can afford at first, then with the help of that person build a system that would make it easier for other customer service reps that will come to your aid later.

As someone who knows the ins and outs of your business, you should be able to figure out the best type of individuals to work with on your customer service team. Look for people with experience or those who are willing to be trained with the kind of customer service that you expect to keep your customers happy and satisfied.

Supportbench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention.

Ready to provide excellent customer support? Contact us today!

Using Data To Improve Your Customer Service

 

Every organization is collecting, processing, and archiving the massive amounts of data its users generate, so they can improve customer service more efficiently and consistently design services, products, and even rules that make possible a continuous customer experience. At the same time, however, many managers are already analyzing and taking actions that might benefit from the downloaded value data could provide to their businesses, without realizing it.

This tip sheet from Support Bench is an easy guide for learning to choose the right sources of data. What types of data would be helpful, how to interpret it and what to do with it? Based on Google, here are six methods to use, and some simple practices to get you started.

1. Data Created By A Consultant

The useful thing about data created by a consultant is its quick transfer from one source to another. While this applies to customers as well as to them: you don’t have to log into a spreadsheet to see what happened during a particular service or product upgrade.

You simply download the complete data without any modifications or themes. Then run the data through a website and a calendar. Research your number of requested upgrades, and refresh the calendar as and when you need new ones.

2. Data Created By Customer Engagement

Overcoming resistance to change, consumers can be very good at identifying which processes they like and dislike. A customer-engagement survey or survey answered anonymously will tell you about exactly what they don’t like. This is the information you can use as you work with new products and services on your payroll.

3. Data Created By Consumer Research

Google’s Webmaster Tools asks for feedback from users on new sites. User testing can help your website stay relevant and flexible, not only through new features but also through balancing existing options and the need to keep the site up to date.

4. Data Created By Master Or Assistant Data Collection And Analysis

Scalability of data collection and analysis should be easy, at least if you can squeeze it out of various sources of source, whether it’s big data sets or hard data sets. Try using raw statistics as well as predictive models. No matter the scale, the team at Google will work toward your goals and accept some red flags along the way.

5. Data Created By A Technical Dev team

An organization’s own technology department may create their own code when needed. But this data includes things that should benefit your business more generally, such as system configurations, hardware usage, custom patterns and so on.

The data should be easy to analyze and maintain. You should try to keep the audit software open to outside experts. Take time to start using this data for outside initiatives, too.

Information obtained in or through using data, even if your purchase of and use of it comes from a supplier, a vendor or a service provider, is information that could be very valuable to you. I recommend doing a batch of this to your complete list, starting with this to help you keep a low technical barrier to entry and even do analysis features.

6. Data Acquisitions And Contracts

Whether you acquire it or contract it, by tapping into analytics or Big Data, you will be able to know about what your users are doing, what their goals are and what might be different for them.

What are some simple tips to use data to improve your customer support? Please share your suggestions below!

Happy data gathering!

Support Bench unifies customer support, success, experience, knowledge management, and account management into one simple platform. Do more, with less, to maximize your retention and improve customer service.

Ready to provide excellent customer support? Contact us today!