Managing Customer Complaints

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Customer Relationship Management CRM > Forum > Managing Customer Complaints

Managing Customer Complaints
How can CRM agents manage recurrent and repeat complaints from their customers in the best way to ensure one does not lose this customer to a competitor?
A customer's issue may have been resolved upon complaint, but what happens when the problem reoccurs more than twice and a customer begins to lose trust and interest in your service..?

A Customer Complaint is an Opportunity
Getting the complaints from the customer is an opportunity to satisfy them. Resolving customer issue should not be done without involving the customer else it may reoccur. A good approach is to involve the customer to contribute how the issue could be resolved.
Another approach could also be factoring the problem as a research topic for internal survey for customers to bring ideas on solution.

Tracking Patterns in Issues and Customer Complaints
Tracking Works, Manager, United States, Member
If you are having an problem with repetitive complaints and issues, it sounds like you need a CRM tool that can track those complaints and can help you identify issue patterns. Perhaps the same issue is not just one customer's problem, but is happening across your organization. Tracking these issues effectively can help you identify problems that may require a cultural or operational change within your company and not just a temporary band aid.

Learning from a Customer Complaint
Javier Elenes, Business Consultant, Mexico, Member
I suggest to add an important step after a customer called with a complaint:
After solving the compliant from a Customer it is important to define the root cause, which normally is a key procedure that was not followed and need to be reinforce in order to avoid repeating this complaint.
Every claim shall be analyzed to learn from it. We can define what key procedure was not followed by who in order to 1. reinforce the commitment to follow the procedure (if first time), 2. provide re-training (if second time), or 3. administrative action (if third time).

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