Customers are going to complain. It doesn’t matter how much time you invest into assuring them high quality creative customer support. It doesn’t matter whether you own a huge superstore chain or a tiny local boutique. It’s inevitable that some customer will feel dissatisfied or try to take advantage of you. Some of these people are not only going to complain, they are also willing to spread negative information about you online if you don’t appease them. So, how do you handle this?
Social media allows even the most technologically illiterate, angry customers to complain about you online. Before you can handle an angry customer, you need to know what type they are to develop good social CRM and customer experience. There are several types of angry customers:
1) Honest Complainer: If your complaining customer is complaining for the first time, it’s likely that they are offering an honest complaint. These types of complaints need to be dealt with immediately. This customer is likely typically satisfied with your service but for some reason was not this time. Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
2) Repeat Complainer: If your complaining customer is a repeat offender, it’s likely that this customer’s complaints aren’t as urgent. This doesn’t mean that you shouldn’t try to solve this customer’s problem as soon as possible. It just means that you should remain aware of which type of customer this person is. If you have to choose between customers to help, this customer should be lower priority.
Yonyx enables organizations to generate creative customer support, good social CRM and customer experience that provide customers an interactive self-service experience similar to interacting with a live Agent customer support analyst. [button_box header=”” buttontext=”Sign Up for 30-day Free Trial” link=”https://corp.yonyx.com/sign-up”][/button_box]
