Dealing with difficult customers is a challenging task especially when it is done through customer support channels – even more so in social CRM because the comments are sometimes real-time or public. You will encounter a lot of them in years of running your business.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
However, handling difficult customers is not your biggest problem. Often, the ability of your customer support team is the issue. There are ways for you to counter this situation –
- Develop creative customer support strategies that your team can follow in order to generate happy and satisfied customers. This way, your customer support team can focus on more important things or other customers.
- Learn techniques in analyzing the complaints of problematic customers and evaluate for patterns. The easy way to do this is using social CRM. More often, if one customer complains, other customers with the same problem would tend to agree. Once you get the pattern, you are more likely going to find solutions in making them satisfied.
- Find a way to appease difficult customers even though their complaints are not related to you.
Stop problems before they become worse by identifying these types of customers. By improving customer support, you can also improve the overall satisfaction of customers.
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