Using the CARP Method to Handle Customer Complaints

by | Nov 1, 2013 | Automate Support, CRM, Customer Support, Knowledgebase, Troubleshooting

When dealing with customers, businesses seem to have a proverbial alphabet soup of acronyms for dealing with the customer experience. One that stands out, and is generally applicable to all businesses is the CARP method. CARP stands for Control Acknowledge Re-focus and Problem Solve. Let’s take a look at the steps in the process.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

The first part is Control, as in, control the situation. Don’t let matters get out of hand. Showing control over a situation instills confidence in the customer. Acknowledge the customer’s problem, and assure them you will take every step possible to take care of the issue. Re-focus the situation by staying on track, and keeping it about the compliant. You can also use this time to find out exactly what issue the customer is having. Finally, Problem-Solve, or troubleshoot, to solve the customer’s problem. There’s a good reason to use the CARP method and provide good customer service, two actually. The first is that if a customer receives bad customer service and the matter isn’t handled effectively, then it can have devastating consequences to the business’ reputation. Second, if you turn the matter around, and handle it well, then you just may have a customer for life.

[button_box header=”” buttontext=”New Approach to Customer Service You will Absolutely Love!” link=”https://corp.yonyx.com/”][/button_box]

Improve Customer Service using Decision Trees

Related Posts
Lines of Business in Yonyx

Lines of Business in Yonyx

A Yonyx Customer is assigned a distinct subdomain, such as https://customer.yonyx.com/. Every decision tree created by any Author has a URL that begins with this specific subdomain. Each customer subdomain can have multiple lines of business (LOBs)...

read more

Search across a Decision Tree

Authors create decision trees for self service, cold calling scripts for sales teams, or for call center automation using the Yonyx platform. As the trees get more complex, authors want to be able to search across a decision tree. Growing need for...

read more

Adding Yes No Buttons to a Yonyx Decision Tree

Yonyx helps automate call center tasks by streamlining business processes through interactive decision tree solutions. Subject matter experts use Yonyx Platform to create decision trees. Yes No Buttons, help agents choose the correct pathway for...

read more

Sign up for a free trial today!