Well that was indeed a warm welcome. I am happy that I join this forum. Well guys Now that you have asked can I you people tell me how to handle my Customers. They seem to be unsatisfied somehow. I do have QA department looking into the matter but want your advice too, because i believe every Individual is important. JackD
A belated welcome aboard Jack  As you've asked a question, I've moved your post to a new thread. Can you give us some more details? Do you know why your customers are unsatisfied, is there a common theme or is it multiple issues? How long do you take to respond to complaints, if its serious, do you pick the phone up and talk to people? From our experience, a quick response and personal touch nips 99% of most problems in the bud. Plus speaking to people sometimes throws up a bug you may not have noticed, such as system emails going to spam etc.
As a serial complainer myself - i use this experience to handle any queries in my customer service role here.( i always look at things as to how i would want to be handled) Give me some examples and i will gladly give some advice Clive
You'll never please all of the people all of the time, that is why any major work we do is put in writing, whichever rooms we are working in will be photographed before and after we have started especially wooden flooring. Any plumbing fixtures like showers, taps and toilet flushes, boilers will be tested before work starts, regardless of what is being worked on, anything that dosen't work correctly will be notified to the owner. This prevents serial complainers  from thinking their going to get work done for free by using the excuse 'it was alright till you started. Any work we do is first put in writing, any damage that we cause we will repair at our expense providing it is within reason. Any serial over the top complainers are dealt with by the other half due to her being more diplomatic than myself as I tend to end most sentences with the word OFF or so I've been told....Thanks, Barney
We have a b2b business that deals with Online support. We help people retain customers. Its like help line for online businesses. Hope you understand the services we provide. JackD
“They seem to be unsatisfied somehow. I do have QA department looking into the matter but want your advice too, because i believe every Individual is important.” Ok Jack, will confess to being confused now  “We have a b2b business that deals with Online support. We help people retain customers. Its like help line for online businesses. Hope you understand the services we provide.” So deal with online support and help people retain customers, but your customers are unsatisfied with your services? Hmmm sounds like you have a major problem if your business is online support, obviously somethings not working! What are your customers biggest complaint?
“We have a b2b business that deals with Online support. We help people retain customers. Its like help line for online businesses. Hope you understand the services we provide.” So, you're like an image consultancy that advises people how to keep their clientele by telling them what to do, how to act, and what to say when things go wrong? Without knowing what the specific problem is, or the one most complained about, there's not much we can do in the way of advice. If the complaints are pointed at a service - Fix the service If its pointed at a department - take a good look at said department and see where things are going pear shaped and send a few people for training. If its customer relations - Same as above, you need to have people sent for training in their specific areas. If its Sales people getting the most flack - same as above  have a look at how they do things, how they talk to prospective clients and how helpful they are when it comes to giving clients information. if there are holes - fix it From what I can gather, your service is more or less how to deal with situations that you now face yourself. You need to get a plan of action together to look at all the areas where clients are having problems and see if there is a way to either fix the problem by having a chat, or sending personnel for a little indepth training. One thing I have noticed is that, when you have people working in a department where they don't have the skills to perform at maximum, things are going to go awry after a while. Thanks, Dreamraven
Yes It is an online service and yes we are service providers. Sounds funny when the service provider is facing problems in service. But the complaints are mostly due to the time zone difference. How do i cope to that? At morning in Chicago its evening in my clients country. My staff is not ready for night shifts. Its complicated for me and me on the other hand working on the new project in Dubai. Well i found good advises form you guys thanks for helping any further suggestions will be appreciated! JackD |
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