GoResponse Telephone Answering Service Staff

Tips for dealing with unhappy customers

No matter how good the product or service, at some point every business will be faced with an unhappy customer.  Those who have chosen to employ the services of a call centre or telephone answering service will be putting these issues in the hands of trained professionals, but it is a good idea to understand how best to deal with this type of problem.

The trained call centre staff will know the right things to say to help to calm the situation.  Unhappy customers come in various types and there are different ways of dealing with them.  One type of customer will be calling to air a grievance even if they have no legitimate complaint against the company.  Staff may thank them for their feedback and suggest solutions as well as offer to call them back at another time to check that their issue has been satisfactorily resolved.

Those who have a legitimate grievance are important customers and action to deal with these issues should be taken immediately.  Members of the telephone answering service team should have a procedure to follow in this instance that may include passing the information back to the client immediately.  If the team is dealing with sales then the staff member may be able to follow up the complaint and resolve it to the customer’s satisfaction.  In any case, the client should be made aware of all complaints as this is important feedback that can help to improve products and services in the future.

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