Guest blog post by Daniel O’Callaghan from Telax.
Used with permission from EarthLink
Even the best, most accommodating and conscientious companies will do something that irritates and thus creates the occasional angry customer. It’s inevitable. At the same time, it’s in every business’s best interest to minimize these occurrences as much as possible. With that in mind, it’s wise to look at unhappy, dissatisfied customers not as examples of failure, but rather as opportunities to learn more about, and improve, a company’s customer service in order to create a more satisfactory overall customer experience. And to look at ways of leveraging the right technology, such as Hosted Contact Center services, that can help companies rise to this challenge with intelligence and agility.
The primary goal for engaging with a frustrated customer is to calm the individual down and, if possible, resolve the problem that led to this state of affairs. With the ultimate goal of holding onto their trust and loyalty. But a close secondary goal must be the discovery of the cause behind the customer’s anger.
