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If you need to re-work you plan, make sure that you appropriately manage the expectations of all parties involved.
Analyze the metrics pre- and post-implementation to see if there has been a significant improvement.
If there is room for improvement, start from step one with an open mind and an eager attitude.
It's never easy dealing with a retail customer service issue.
Sometimes it may seem like they’re looking for trouble, but complaining customers are probably just looking for a solution to a frustrating problem. I know, staying calm is tough when your patience is challenged by complaining customers!
This may seem simple, but as any seasoned call center agent knows, sometimes isn’t so straightforward.
To help with this first step, ask yourself the following questions: Once you have clearly identified the problem, summarize the problem to the customer and get verbal confirmation that they agree that the problem you identified is the problem they called in about.With practice and continual feedback from management, call center agents will implement these steps with relative ease.Doing so will go a long way to providing top-notch customer-centric customer support.If the problem they would like solved is still too broad (i.e., “better product”), it might take some more effort on your part to whittle it down to a concrete problem that you can work towards resolving.Once you have identified a concrete problem, it is time to brainstorm possible solutions.If you provide excellent customer service and follow procedures, complaints should be rare. But customer service means taking the good with the bad.Let the customer voice their complaint without interruption.Once you have completed steps 1-3, it is time to not only clearly define the problem but also to define what the customer wants or needs.At this stage you should already have a comprehensive understanding of both, but you should check in with the customer to make sure you are on the same page as them.For example, if a bug in your software is causing your customer to manually enter information after hours, you might feel sorry for them and say so (e.g., “I am really sorry for all of the extra effort.I can understand that you are frustrated.”), and tag their issue as normal priority.