Respond appropriately
Posted: Tue Dec 17, 2024 5:49 am
Knowing how to handle customer complaints is, in most cases, a recipe that iran whatsapp number data has yet to be discovered. However, at LiveAgent we have years of experience when it comes to dealing with customers, so we decided to write a list of useful tips for complaint management.
95% of customers tell others about negative experiences they have had with customer service. 54% of them share it more than 5 times.
First of all, I would like to say that handling complaints at an early stage is absolutely essential, and preventing them is even better.
Video: How to handle angry customers
How to Handle Angry Customers | LiveAgent
P0Y0M0DT0H0M184SYoutube video: How to Handle Angry Customers
Live Agent
October 14, 2024
Handling a complaint involves three steps:
1. Find/detect a complaint
2. Analyze the type of complaint
3. based on the type of person filing the complaint
To actively look for complaints, you can use LiveAgent's social media monitoring for brands. What LiveAgent does is connect to Facebook and turn every wall post, message or comment into a ticket for better management. Twitter monitoring works in a similar way, however it also allows you to scan for brand mentions and turn them into tickets (e.g. if your brand name is Migrancompañía, any tweet that includes the keyword Migrancompañía will be detected and turned into a ticket).
Compare the LiveAgent Twitter price with our competitors.
AgentsNumber of agents : 1
For other brand mentions you can use Google’s free service known as Google Alerts . It works similarly to LiveAgent’s Tweet monitoring – it performs a search for brand matches and sends you daily Alerts about the mentioned brands. At LiveAgent we use Google Alerts to monitor third-party forums and other discussion forums.
Now that we know how to carry out complaint follow-up efficiently, let's analyze the type of person who is filing the complaint and figure out what the appropriate response should look like.
The 5 Most Common Types of Customer Complaints (+ How to Deal With Them)
1. The docile client
Generally no complaints.
Answer: You should make an effort to solicit feedback and complaints and act appropriately to resolve them.
2. The aggressive client
The opposite of Docile Customers. They complain openly, often in a raised voice and with lots of detail.
Response: Listen carefully, ask, “What else?” agree that there is a problem, and state what will be done and when it will be done to fix it.
Danger: Being aggressive. Aggressive customers do not respond well to excuses or reasons for why a product or service was unsatisfactory.
3. The exclusive client
Expects the best of the best and is willing to pay for it. They will probably complain reasonably, unless they also have characteristics of the Aggressive Customer.
Answer: Be interested in the results and what you are going to do to remedy the failure in customer service. Always listen respectfully and actively and ask questions cautiously to fully determine the cause. Ask, “What else?” and correct the situation. Like the Aggressive Customer, the Exclusive Customer does not accept excuses.
4. The rogue client
95% of customers tell others about negative experiences they have had with customer service. 54% of them share it more than 5 times.
First of all, I would like to say that handling complaints at an early stage is absolutely essential, and preventing them is even better.
Video: How to handle angry customers
How to Handle Angry Customers | LiveAgent
P0Y0M0DT0H0M184SYoutube video: How to Handle Angry Customers
Live Agent
October 14, 2024
Handling a complaint involves three steps:
1. Find/detect a complaint
2. Analyze the type of complaint
3. based on the type of person filing the complaint
To actively look for complaints, you can use LiveAgent's social media monitoring for brands. What LiveAgent does is connect to Facebook and turn every wall post, message or comment into a ticket for better management. Twitter monitoring works in a similar way, however it also allows you to scan for brand mentions and turn them into tickets (e.g. if your brand name is Migrancompañía, any tweet that includes the keyword Migrancompañía will be detected and turned into a ticket).
Compare the LiveAgent Twitter price with our competitors.
AgentsNumber of agents : 1
For other brand mentions you can use Google’s free service known as Google Alerts . It works similarly to LiveAgent’s Tweet monitoring – it performs a search for brand matches and sends you daily Alerts about the mentioned brands. At LiveAgent we use Google Alerts to monitor third-party forums and other discussion forums.
Now that we know how to carry out complaint follow-up efficiently, let's analyze the type of person who is filing the complaint and figure out what the appropriate response should look like.
The 5 Most Common Types of Customer Complaints (+ How to Deal With Them)
1. The docile client
Generally no complaints.
Answer: You should make an effort to solicit feedback and complaints and act appropriately to resolve them.
2. The aggressive client
The opposite of Docile Customers. They complain openly, often in a raised voice and with lots of detail.
Response: Listen carefully, ask, “What else?” agree that there is a problem, and state what will be done and when it will be done to fix it.
Danger: Being aggressive. Aggressive customers do not respond well to excuses or reasons for why a product or service was unsatisfactory.
3. The exclusive client
Expects the best of the best and is willing to pay for it. They will probably complain reasonably, unless they also have characteristics of the Aggressive Customer.
Answer: Be interested in the results and what you are going to do to remedy the failure in customer service. Always listen respectfully and actively and ask questions cautiously to fully determine the cause. Ask, “What else?” and correct the situation. Like the Aggressive Customer, the Exclusive Customer does not accept excuses.
4. The rogue client