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How to Avoid an Online Customer Service Fiasco

RECOVER FROM A CUSTOMER SERVICE FIASCO Most companies will have to deal with a customer who's received disappointing service, but some companies get blasted in public. The Internet gives disgruntled customers everywhere a soapbox, helping to spread their message around the globe with lightning speed. That's when an isolated customer service failure transforms into a fiasco. THE FIASCO COMPLAINT AND CONSUMER ORGANIZATION WEBSITES LIKE RIPOFFREPORT.COM AND BBB.COM A PLACE TO VENT Online complaining happens every day with varying intensity through three main portals. SPECIFICALLY TARGETED ANTI-CORPORATION SITES LIKE STARBUCKED.COM GENERAL SOCIAL SITES You WHY CUSTOMERS TAKE IT PUBLIC Most online complainers have been disappointed by the company more than once. Here's how it usually takes shape. PRODUCT OR SERVICE DOESN'T PERFORM AS EXPECTED, CUSTOMER ENCOUNTERS A RUDE EMPLOYEE, OR CUSTOMER DISCOVERS A HIDDEN FEE ATTEMPTS TO RESOLVE THE ISSUE WITH A SERVICE REPRESENTATIVE, MANAGER, OR OWNER YIELD DISAPPOINTING RESULTS FROM THE CUSTOMER'S POINT OF VIEW. XX OF ONLINE COMPLAINTS FOLLOWED 96% A DOUBLE DISAPPOINTMENT. CUSTOMER FEELS TWICE VIOLATED AND HEADS ONLINE TO SHARE HIS EXPERIENCE. ONLY OF PUBLIC COMPLAINTS 4% FOLLOWED A SIMPLE SERVICE FAILURE. THE RECOVERY As with anything else in their business, companies should be methodical about how they handle customers who take their complaints public. A company should attempt to recover by doing three key things. 1 TIME THE RESPONSE 2 ACCOUNT FOR THE TYPE OF CUSTOMER, BASED ON THE PRIOR RELATIONSHIP 3 CAREFULLY SELECT THE CONTENT OF THE APOLOGY Dear Valued Customer, HOW TO HANDLE AN ACT QUICKLY ONLINE CUSTOMER The immediacy of the Internet requires near-immediate recognition of a company's failure when online complaints crop up. A quick response decreases the likelihood of a big fiasco. FIASCO Many companies now designate employees or hire other companies to search the web for complaints so they can act quickly. HOTEL EXAMPLE Some hotels are now searching online for complaints more methodically. The aim is to identify complainers who might still be staying at the hotel. That way, the hotel can manage the situation immediately, or at least before the quest checks out. 00 COMPLAINTS SEARCH TAILOR THE RESPONSE FOR STEADY CUSTOMERS A company's best customers FOR CASUAL CUSTOMERS Casual customers are A company's response should value a relationship with the company. Research shows that these relationship-focused customers are more amenable to recovery efforts, regardless of any compensation, than casual customers are. An admission of wrongdoing and sincere apology can be more important than restitution. The company should communicate that not necessarily interested in affirming a relationship with the company. They're less won over by proof that the company values them. Casual customers typically care mainly about financial repayment, with the size of compensation being most important to them. depend on what kind of customer it's dealing with. Is the complainer a steady customer or just a casual customer? it values the relationship as well. Dear Valued Customer, APOLOGIZE APPROPRIATELY For customers to become angry enough with a company's service To address this blame and help recover the failure to take their issue public, they have to blame the company for relationship, an appropriate apology should what happened. How much blame they assign depends on their be- do the following. liefs about the company's failure. GIVE A REASON FOR THE FAILURE. Including a reason helps assure customers that the failure didn't happen out of greed. WAS IT WAS IT INTENTIONAL INTENTIONAL WAS IT unintentional MAKE THE APOLOGY SINCERE AND TRUTHFUL. AND MOTIVATED BY BUT MOTIVATED BY Insincere apologies can be worse than no apology at all. greed kindness DON'T ASSIGN THE BLAME ELSEWHERE. Doing so could backfire if it's clear to the customer that the failure was due to a company's negligence. OFFER A SOLUTION. Depending on the type of customer, the company should offer a resolution that's satisfactory and closes the issue. zendesk SOURCE MIT Sloan Management Review LOVE YOUR HELP DESK DAMAGE CONTROL キ RECOVER FROM A CUSTOMER SERVICE FIASCO Most companies will have to deal with a customer who's received disappointing service, but some companies get blasted in public. The Internet gives disgruntled customers everywhere a soapbox, helping to spread their message around the globe with lightning speed. That's when an isolated customer service failure transforms into a fiasco. THE FIASCO COMPLAINT AND CONSUMER ORGANIZATION WEBSITES LIKE RIPOFFREPORT.COM AND BBB.COM A PLACE TO VENT Online complaining happens every day with varying intensity through three main portals. SPECIFICALLY TARGETED ANTI-CORPORATION SITES LIKE STARBUCKED.COM GENERAL SOCIAL SITES You WHY CUSTOMERS TAKE IT PUBLIC Most online complainers have been disappointed by the company more than once. Here's how it usually takes shape. PRODUCT OR SERVICE DOESN'T PERFORM AS EXPECTED, CUSTOMER ENCOUNTERS A RUDE EMPLOYEE, OR CUSTOMER DISCOVERS A HIDDEN FEE ATTEMPTS TO RESOLVE THE ISSUE WITH A SERVICE REPRESENTATIVE, MANAGER, OR OWNER YIELD DISAPPOINTING RESULTS FROM THE CUSTOMER'S POINT OF VIEW. XX OF ONLINE COMPLAINTS FOLLOWED 96% A DOUBLE DISAPPOINTMENT. CUSTOMER FEELS TWICE VIOLATED AND HEADS ONLINE TO SHARE HIS EXPERIENCE. ONLY OF PUBLIC COMPLAINTS 4% FOLLOWED A SIMPLE SERVICE FAILURE. THE RECOVERY As with anything else in their business, companies should be methodical about how they handle customers who take their complaints public. A company should attempt to recover by doing three key things. 1 TIME THE RESPONSE 2 ACCOUNT FOR THE TYPE OF CUSTOMER, BASED ON THE PRIOR RELATIONSHIP 3 CAREFULLY SELECT THE CONTENT OF THE APOLOGY Dear Valued Customer, HOW TO HANDLE AN ACT QUICKLY ONLINE CUSTOMER The immediacy of the Internet requires near-immediate recognition of a company's failure when online complaints crop up. A quick response decreases the likelihood of a big fiasco. FIASCO Many companies now designate employees or hire other companies to search the web for complaints so they can act quickly. HOTEL EXAMPLE Some hotels are now searching online for complaints more methodically. The aim is to identify complainers who might still be staying at the hotel. That way, the hotel can manage the situation immediately, or at least before the quest checks out. 00 COMPLAINTS SEARCH TAILOR THE RESPONSE FOR STEADY CUSTOMERS A company's best customers FOR CASUAL CUSTOMERS Casual customers are A company's response should value a relationship with the company. Research shows that these relationship-focused customers are more amenable to recovery efforts, regardless of any compensation, than casual customers are. An admission of wrongdoing and sincere apology can be more important than restitution. The company should communicate that not necessarily interested in affirming a relationship with the company. They're less won over by proof that the company values them. Casual customers typically care mainly about financial repayment, with the size of compensation being most important to them. depend on what kind of customer it's dealing with. Is the complainer a steady customer or just a casual customer? it values the relationship as well. Dear Valued Customer, APOLOGIZE APPROPRIATELY For customers to become angry enough with a company's service To address this blame and help recover the failure to take their issue public, they have to blame the company for relationship, an appropriate apology should what happened. How much blame they assign depends on their be- do the following. liefs about the company's failure. GIVE A REASON FOR THE FAILURE. Including a reason helps assure customers that the failure didn't happen out of greed. WAS IT WAS IT INTENTIONAL INTENTIONAL WAS IT unintentional MAKE THE APOLOGY SINCERE AND TRUTHFUL. AND MOTIVATED BY BUT MOTIVATED BY Insincere apologies can be worse than no apology at all. greed kindness DON'T ASSIGN THE BLAME ELSEWHERE. Doing so could backfire if it's clear to the customer that the failure was due to a company's negligence. OFFER A SOLUTION. Depending on the type of customer, the company should offer a resolution that's satisfactory and closes the issue. zendesk SOURCE MIT Sloan Management Review LOVE YOUR HELP DESK DAMAGE CONTROL キ RECOVER FROM A CUSTOMER SERVICE FIASCO Most companies will have to deal with a customer who's received disappointing service, but some companies get blasted in public. The Internet gives disgruntled customers everywhere a soapbox, helping to spread their message around the globe with lightning speed. That's when an isolated customer service failure transforms into a fiasco. THE FIASCO COMPLAINT AND CONSUMER ORGANIZATION WEBSITES LIKE RIPOFFREPORT.COM AND BBB.COM A PLACE TO VENT Online complaining happens every day with varying intensity through three main portals. SPECIFICALLY TARGETED ANTI-CORPORATION SITES LIKE STARBUCKED.COM GENERAL SOCIAL SITES You WHY CUSTOMERS TAKE IT PUBLIC Most online complainers have been disappointed by the company more than once. Here's how it usually takes shape. PRODUCT OR SERVICE DOESN'T PERFORM AS EXPECTED, CUSTOMER ENCOUNTERS A RUDE EMPLOYEE, OR CUSTOMER DISCOVERS A HIDDEN FEE ATTEMPTS TO RESOLVE THE ISSUE WITH A SERVICE REPRESENTATIVE, MANAGER, OR OWNER YIELD DISAPPOINTING RESULTS FROM THE CUSTOMER'S POINT OF VIEW. XX OF ONLINE COMPLAINTS FOLLOWED 96% A DOUBLE DISAPPOINTMENT. CUSTOMER FEELS TWICE VIOLATED AND HEADS ONLINE TO SHARE HIS EXPERIENCE. ONLY OF PUBLIC COMPLAINTS 4% FOLLOWED A SIMPLE SERVICE FAILURE. THE RECOVERY As with anything else in their business, companies should be methodical about how they handle customers who take their complaints public. A company should attempt to recover by doing three key things. 1 TIME THE RESPONSE 2 ACCOUNT FOR THE TYPE OF CUSTOMER, BASED ON THE PRIOR RELATIONSHIP 3 CAREFULLY SELECT THE CONTENT OF THE APOLOGY Dear Valued Customer, HOW TO HANDLE AN ACT QUICKLY ONLINE CUSTOMER The immediacy of the Internet requires near-immediate recognition of a company's failure when online complaints crop up. A quick response decreases the likelihood of a big fiasco. FIASCO Many companies now designate employees or hire other companies to search the web for complaints so they can act quickly. HOTEL EXAMPLE Some hotels are now searching online for complaints more methodically. The aim is to identify complainers who might still be staying at the hotel. That way, the hotel can manage the situation immediately, or at least before the quest checks out. 00 COMPLAINTS SEARCH TAILOR THE RESPONSE FOR STEADY CUSTOMERS A company's best customers FOR CASUAL CUSTOMERS Casual customers are A company's response should value a relationship with the company. Research shows that these relationship-focused customers are more amenable to recovery efforts, regardless of any compensation, than casual customers are. An admission of wrongdoing and sincere apology can be more important than restitution. The company should communicate that not necessarily interested in affirming a relationship with the company. They're less won over by proof that the company values them. Casual customers typically care mainly about financial repayment, with the size of compensation being most important to them. depend on what kind of customer it's dealing with. Is the complainer a steady customer or just a casual customer? it values the relationship as well. Dear Valued Customer, APOLOGIZE APPROPRIATELY For customers to become angry enough with a company's service To address this blame and help recover the failure to take their issue public, they have to blame the company for relationship, an appropriate apology should what happened. How much blame they assign depends on their be- do the following. liefs about the company's failure. GIVE A REASON FOR THE FAILURE. Including a reason helps assure customers that the failure didn't happen out of greed. WAS IT WAS IT INTENTIONAL INTENTIONAL WAS IT unintentional MAKE THE APOLOGY SINCERE AND TRUTHFUL. AND MOTIVATED BY BUT MOTIVATED BY Insincere apologies can be worse than no apology at all. greed kindness DON'T ASSIGN THE BLAME ELSEWHERE. Doing so could backfire if it's clear to the customer that the failure was due to a company's negligence. OFFER A SOLUTION. Depending on the type of customer, the company should offer a resolution that's satisfactory and closes the issue. zendesk SOURCE MIT Sloan Management Review LOVE YOUR HELP DESK DAMAGE CONTROL キ RECOVER FROM A CUSTOMER SERVICE FIASCO Most companies will have to deal with a customer who's received disappointing service, but some companies get blasted in public. The Internet gives disgruntled customers everywhere a soapbox, helping to spread their message around the globe with lightning speed. That's when an isolated customer service failure transforms into a fiasco. THE FIASCO COMPLAINT AND CONSUMER ORGANIZATION WEBSITES LIKE RIPOFFREPORT.COM AND BBB.COM A PLACE TO VENT Online complaining happens every day with varying intensity through three main portals. SPECIFICALLY TARGETED ANTI-CORPORATION SITES LIKE STARBUCKED.COM GENERAL SOCIAL SITES You WHY CUSTOMERS TAKE IT PUBLIC Most online complainers have been disappointed by the company more than once. Here's how it usually takes shape. PRODUCT OR SERVICE DOESN'T PERFORM AS EXPECTED, CUSTOMER ENCOUNTERS A RUDE EMPLOYEE, OR CUSTOMER DISCOVERS A HIDDEN FEE ATTEMPTS TO RESOLVE THE ISSUE WITH A SERVICE REPRESENTATIVE, MANAGER, OR OWNER YIELD DISAPPOINTING RESULTS FROM THE CUSTOMER'S POINT OF VIEW. XX OF ONLINE COMPLAINTS FOLLOWED 96% A DOUBLE DISAPPOINTMENT. CUSTOMER FEELS TWICE VIOLATED AND HEADS ONLINE TO SHARE HIS EXPERIENCE. ONLY OF PUBLIC COMPLAINTS 4% FOLLOWED A SIMPLE SERVICE FAILURE. THE RECOVERY As with anything else in their business, companies should be methodical about how they handle customers who take their complaints public. A company should attempt to recover by doing three key things. 1 TIME THE RESPONSE 2 ACCOUNT FOR THE TYPE OF CUSTOMER, BASED ON THE PRIOR RELATIONSHIP 3 CAREFULLY SELECT THE CONTENT OF THE APOLOGY Dear Valued Customer, HOW TO HANDLE AN ACT QUICKLY ONLINE CUSTOMER The immediacy of the Internet requires near-immediate recognition of a company's failure when online complaints crop up. A quick response decreases the likelihood of a big fiasco. FIASCO Many companies now designate employees or hire other companies to search the web for complaints so they can act quickly. HOTEL EXAMPLE Some hotels are now searching online for complaints more methodically. The aim is to identify complainers who might still be staying at the hotel. That way, the hotel can manage the situation immediately, or at least before the quest checks out. 00 COMPLAINTS SEARCH TAILOR THE RESPONSE FOR STEADY CUSTOMERS A company's best customers FOR CASUAL CUSTOMERS Casual customers are A company's response should value a relationship with the company. Research shows that these relationship-focused customers are more amenable to recovery efforts, regardless of any compensation, than casual customers are. An admission of wrongdoing and sincere apology can be more important than restitution. The company should communicate that not necessarily interested in affirming a relationship with the company. They're less won over by proof that the company values them. Casual customers typically care mainly about financial repayment, with the size of compensation being most important to them. depend on what kind of customer it's dealing with. Is the complainer a steady customer or just a casual customer? it values the relationship as well. Dear Valued Customer, APOLOGIZE APPROPRIATELY For customers to become angry enough with a company's service To address this blame and help recover the failure to take their issue public, they have to blame the company for relationship, an appropriate apology should what happened. How much blame they assign depends on their be- do the following. liefs about the company's failure. GIVE A REASON FOR THE FAILURE. Including a reason helps assure customers that the failure didn't happen out of greed. WAS IT WAS IT INTENTIONAL INTENTIONAL WAS IT unintentional MAKE THE APOLOGY SINCERE AND TRUTHFUL. AND MOTIVATED BY BUT MOTIVATED BY Insincere apologies can be worse than no apology at all. greed kindness DON'T ASSIGN THE BLAME ELSEWHERE. Doing so could backfire if it's clear to the customer that the failure was due to a company's negligence. OFFER A SOLUTION. Depending on the type of customer, the company should offer a resolution that's satisfactory and closes the issue. zendesk SOURCE MIT Sloan Management Review LOVE YOUR HELP DESK DAMAGE CONTROL キ RECOVER FROM A CUSTOMER SERVICE FIASCO Most companies will have to deal with a customer who's received disappointing service, but some companies get blasted in public. The Internet gives disgruntled customers everywhere a soapbox, helping to spread their message around the globe with lightning speed. That's when an isolated customer service failure transforms into a fiasco. THE FIASCO COMPLAINT AND CONSUMER ORGANIZATION WEBSITES LIKE RIPOFFREPORT.COM AND BBB.COM A PLACE TO VENT Online complaining happens every day with varying intensity through three main portals. SPECIFICALLY TARGETED ANTI-CORPORATION SITES LIKE STARBUCKED.COM GENERAL SOCIAL SITES You WHY CUSTOMERS TAKE IT PUBLIC Most online complainers have been disappointed by the company more than once. Here's how it usually takes shape. PRODUCT OR SERVICE DOESN'T PERFORM AS EXPECTED, CUSTOMER ENCOUNTERS A RUDE EMPLOYEE, OR CUSTOMER DISCOVERS A HIDDEN FEE ATTEMPTS TO RESOLVE THE ISSUE WITH A SERVICE REPRESENTATIVE, MANAGER, OR OWNER YIELD DISAPPOINTING RESULTS FROM THE CUSTOMER'S POINT OF VIEW. XX OF ONLINE COMPLAINTS FOLLOWED 96% A DOUBLE DISAPPOINTMENT. CUSTOMER FEELS TWICE VIOLATED AND HEADS ONLINE TO SHARE HIS EXPERIENCE. ONLY OF PUBLIC COMPLAINTS 4% FOLLOWED A SIMPLE SERVICE FAILURE. THE RECOVERY As with anything else in their business, companies should be methodical about how they handle customers who take their complaints public. A company should attempt to recover by doing three key things. 1 TIME THE RESPONSE 2 ACCOUNT FOR THE TYPE OF CUSTOMER, BASED ON THE PRIOR RELATIONSHIP 3 CAREFULLY SELECT THE CONTENT OF THE APOLOGY Dear Valued Customer, HOW TO HANDLE AN ACT QUICKLY ONLINE CUSTOMER The immediacy of the Internet requires near-immediate recognition of a company's failure when online complaints crop up. A quick response decreases the likelihood of a big fiasco. FIASCO Many companies now designate employees or hire other companies to search the web for complaints so they can act quickly. HOTEL EXAMPLE Some hotels are now searching online for complaints more methodically. The aim is to identify complainers who might still be staying at the hotel. That way, the hotel can manage the situation immediately, or at least before the quest checks out. 00 COMPLAINTS SEARCH TAILOR THE RESPONSE FOR STEADY CUSTOMERS A company's best customers FOR CASUAL CUSTOMERS Casual customers are A company's response should value a relationship with the company. Research shows that these relationship-focused customers are more amenable to recovery efforts, regardless of any compensation, than casual customers are. An admission of wrongdoing and sincere apology can be more important than restitution. The company should communicate that not necessarily interested in affirming a relationship with the company. They're less won over by proof that the company values them. Casual customers typically care mainly about financial repayment, with the size of compensation being most important to them. depend on what kind of customer it's dealing with. Is the complainer a steady customer or just a casual customer? it values the relationship as well. Dear Valued Customer, APOLOGIZE APPROPRIATELY For customers to become angry enough with a company's service To address this blame and help recover the failure to take their issue public, they have to blame the company for relationship, an appropriate apology should what happened. How much blame they assign depends on their be- do the following. liefs about the company's failure. GIVE A REASON FOR THE FAILURE. Including a reason helps assure customers that the failure didn't happen out of greed. WAS IT WAS IT INTENTIONAL INTENTIONAL WAS IT unintentional MAKE THE APOLOGY SINCERE AND TRUTHFUL. AND MOTIVATED BY BUT MOTIVATED BY Insincere apologies can be worse than no apology at all. greed kindness DON'T ASSIGN THE BLAME ELSEWHERE. Doing so could backfire if it's clear to the customer that the failure was due to a company's negligence. OFFER A SOLUTION. Depending on the type of customer, the company should offer a resolution that's satisfactory and closes the issue. zendesk SOURCE MIT Sloan Management Review LOVE YOUR HELP DESK DAMAGE CONTROL キ

How to Avoid an Online Customer Service Fiasco

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The real-time web has given customers amazing power to vent their issues in a very public and gigantic space. It’s why companies such as Comcast launched @ComcastCares, a Twitter channel completely ...

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