123ArticleOnline Logo
Welcome to 123ArticleOnline.com!
ALL >> Hardware-Software >> View Article

Customer Services And Smoothing The Complaint Handling Process

Profile Picture
By Author: Donald Nason
Total Articles: 48
Comment this article
Facebook ShareTwitter ShareGoogle+ ShareTwitter Share

The Institute of Customer Service has some interesting statements about customer response to complaint handling:

• Nearly all customers would recommend a company to their friends if a complaint had been resolved efficiently
• Four out of five customers would spread the word if a complaint had been handled badly
• Most customers would pay more for excellent service.

And the definition of ‘complaint’? The Institute of Customer Service gives the meaning according to that of the British Standards Institution – ‘An expression of dissatisfaction whether justified or not’. So while few would question the importance of doing all they can to ensure good customer relations, for many organisations the sheer volume of ‘complaints’ can be overwhelming.

This month the Daily Telegraph reported that in the second half of 2013 alone, financial companies received 2.5 million complaints and were having to deal with thousands of calls and emails daily.

A Customer Services solution provides document capture, process workflow and on-line file access to streamline complaint handling, easing ...
... the work of Customer Services staff and promoting far better customer relationships.

With automated capture and routing for all document formats – email, paper, eForm, fax or mobile – customers can record their complaint via the method of their choice, but they can all be handled efficiently within the same system.

Complaint Handling identifies complaints automatically, validates and verifies key data, and routes the complaint straight to the relevant individual or department for swift response.

For customers opting to telephone, the Customer Services team can record details on to an eForm, and the complaint is instantly uploaded into the system. Whether dealing with telephone customers or responding to complaints logged via other means, swifter resolution is far easier as with Complaint Handling the Customer Services team has access to all relevant information for any particular customer. The customer is getting better service, and it’s cutting down on the time the Customer Services team needs to spend on each query.

Outgoing replies can be generated manually or automatically, according to business or organisation preference, and again delivered via the method that best suits the customer for enhanced customer service.

Online editorial Business Zone refers to a survey in which results point to the five top reasons for losing customer loyalty as:

• Telephone calls being transferred between staff
• Getting no response to an email
• The length of time being put on hold
• Being unable to reach a human
• Unknowledgeable staff.

In addition, the Institute of Customer Service highlights the need to learn from every complaint. A Customer Services solution BI suite provides staff performance and KPI information, statistics to prompt remedial action or training and can help organisations the source of the complaints.

There’s no danger of losing complaints, responses are tracked and monitored by workflow, timeframes are monitored, and overdue work highlighted and escalated according to process rules.

Keeping complaining customers should be ‘top priority’, says the Institute of Customer Service – particularly, as the Institute points out, as it takes on average 56 days to get on board a new customer, and costs five times as much to gain this new customer as to keep an existing one.

Total Views: 400Word Count: 511See All articles From Author

Add Comment

Hardware/Software Articles

1. Why Are Telehealth Software Solutions The Key To Modern Healthcare Evolution?
Author: Purnima Mistry

2. Harnessing Alumni Networks For Effective Student Recruitment
Author: Brenda Joyce

3. Your Gateway To Seamless Whatsapp Communication
Author: Jeet Hanani

4. Complete Guide To Online Car Rental Software For Rental Business Owners
Author: RentAAA

5. Top 7 Benefits Of Amazon Web Services
Author: Sataware

6. Top 8 Marketing Challenges & Solutions
Author: Byteahead

7. Simplify Your Billing Process With E-invoicing Software
Author: nagaraj

8. Using Online Video Collaboration Tools To Revolutionize Workflow
Author: ayush

9. Top 6 Reasons Progressive Web App Will Be The Future Of Apps
Author: Bella Stone

10. Why Inventory Management Software Is Important For Small Businesses
Author: nagaraj

11. Scrape Ubereats Menu Data With Calories For Ontario And Michigan
Author: Devil Brown

12. Best Place For Apple Device Repairs In Lahore, Apple Force
Author: Abdul Maalik

13. Top 5 Tips To Reduce Mobile Game Development Costs
Author: Bella Stone

14. The Complete Handbook Of 2024 Creative Approval Software
Author: ayush

15. S10.ai: Ai Medical Scribe | Better Patient Care | 99% Faster
Author: John Wick

Login To Account
Login Email:
Password:
Forgot Password?
New User?
Sign Up Newsletter
Email Address: