12 Worst Things Never to Say to Angry Customers

12 Worst Things to Say to Angry Customers
12 Worst Things to Say to Angry Customers

It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online.

While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers. The stats show why you should take them seriously:

  • Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference.
  • 95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media.
  • 66% of customers are most frustrated from interacting with employees who are rude or unfriendly.

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Surviving Information Overload in the World of Customer Service

Surviving Information Overload in the World of Customer Service
Surviving Information Overload in the World of Customer Service

Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable.

This influx of information has become a perplexing problem for contact center managers, as well as C-level executives, who want to make sure their contact center is performing optimally. When you’re spending a considerable amount on contact center system hardware and software, you want to make sure you’re getting its full value, including effective use of data generated. However, you don’t want to get to the point of the proverbial “analysis paralysis.” >>>

How Consumers Are Changing the Face of Customer Service (Infographic)

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers. While failure to address the changing consumer needs can put your business at risk.

Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever. Their lifestyles demand fast and convenient access to information anytime, anywhere. And, not surprisingly, they will no longer tolerate poor customer service. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience. >>>

5 Types of Complaining Customers And How to Handle Their Complaints (Infographic)

No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation.

Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth. On the bright side, 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you. >>>