Why is the customer angry?
I see so much information about how to handle an angry customer. My question is – Why is the customer angry? Are multiple customers angry about the same thing? Does anybody know? I spent a lot of my corporate career asking this question. There would be discussions regarding the need to properly handle customer complaint calls. My question would always be – “Why are we receiving customer complaint calls? Does anybody know? The complaint is a symptom of an underlying problem. Has anyone taken this into consideration?”
Customer complaints are often the product of broken processes. When one takes the time to identify and examine the process connected to the complaint, often there is evidence that the process is creating customer complaints. During one corporate stop, a particular billing cycle created an inordinate amount of inbound calls from customers. I sat with a few customer service representatives to get an understanding of what about this particular billing cycle caused the inbound calls to spike, “It’s real simple Errol, the billing information received by the customer is wrong” is what I was told. There was an error in the bill creation process for this cycle. After bringing this to the attention of the correct department, the error was corrected. Guess what? Yep, no more customer complaints because of improper billing on this billing cycle.
Are your processes creating angry customers? Are steps missing in the process that can create angry customers? Conduct angry customer prevention by examining processes that impact the customer. Take a good luck at your customer facing processes via process mapping to ensure they will not create customer complaints. Mapping your processes step by step with the right people helps to identify improvement opportunities that can lead to the elimination of customer complaints. Remember – the goal is to not have a pattern of customer complaints vs focusing on learning how to handle customer complaints.