107: Complaints 101

Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders · Feb 8, 2023 · 39m

Complaints to any organization are a gift, especially today since consumers have so many options. Are your teams handling these important interactions consistently well? Are you tracking the issues and outcomes to monitor trends and bigger issues?

Many organizations have implemented acronyms to help frontline workers deal with conflict when customers complain about their service or products. One common thread in these acronyms is the ability to listen, apologize, solve the issue, and thank the customer for bringing it to your attention. This simple methodology has proven effective over and…