What happens next in your organization? Most of us have failed to plan and train our teams on that next step. We spend hours training on how to calm an irate customer, problem resolution, empathy, escalation processes, etc. with the expectation that our customer service representative will use those skills and change angry customers into happy customers. But what about when all that training just doesn't work and your customer hangs up still angry?
Here are a few thoughts on key components to this strategy, I'm very interested in additional ideas so please share in the comments section!
- Make it easy for your front line to escalate a call when they "know" it is going south, before your customer hangs up. Most centers have a transfer to supervisor or senior advocate process documented but there is pressure on the CSR to not transfer unless absolutely necessary. Some even believe they will "get in trouble" if they transfer calls. Supervisors need to take these call with enthusiasm and remove that fear. After the call there is always an opportunity to listen to the call together and look for opportunities to improve. Are your reps afraid to transfer a hot customer?
- Create a channel for your CSRs to forward details about an angry customer for call back. You will shock your customers when you call them back saying "Sarah just shared with me that you ended your call unsatisfied so I wanted to follow up and see if we can find a solution." This doesn't have to be a supervisor. Give an empowered rep with good service skills a title like Customer Advocate or Customer Liaison.