The Customer Service Two-Step:
Turn Complaints into Your Most Valuable Tool
Embrace complaints as a valuable source of information for your business, especially in the realm of customer service. While it may be painful to hear and receive complaints, they can provide valuable insights into what is and isn’t working in your customer service operations. By following a two-step process, you can solve the immediate problem and address the root cause to prevent similar issues from occurring in the future.
Step one is to solve the immediate problem. This requires hiring customer service employees who care about the customer experience and are skilled at problem-solving. When complaints come in, they should be able to quickly and effectively resolve the issue.
Step two is to reflect on the problem and identify the root cause. This may require dedicating a team or manager to gathering and analyzing data on customer service complaints and looking for patterns or underlying issues. By addressing the root cause, you can prevent similar complaints from occurring in the future. You’ll find this approach in Kaizen or Six Sigma in order to lead to significant improvements in customer satisfaction and business efficiency.
By following these steps, customer service interactions can become opportunities for growth and improvement. So don’t shy away from complaints – embrace them as a chance to improve your customer service operations.
Terrel Transtrum is the world’s leading consultant for Customer Service in Direct Sales. He is most widely known for attacking all inflection points from startup, fast growth, and downturn. In his book LaunchSmart, Terrel shares his more than 30-years of experience in starting and running a successful direct sales company. He owns two successful 7-figure businesses and has supported more than 800 direct sales companies on six continents. Read More