Who hasn’t had a bad customer experience at some point or another? From slow or no response on social media, to being passed around between departments on the phone, to being inundated with surveys after not solving your problem, companies can do things that drive us crazy. If your company’s customers have experiences like this too often, rage can result and damage your brand. Even among well-meaning customer experience professionals, sometimes systems fail, policies inhibit doing what is best for the customer, or the smartest people make mistakes. And again, customers are left feeling frustrated or worse. How can you avoid conflicts before they turn to anger?
In this program we will take real world customer complaints and talk about the root causes behind them, considering how to fix them as well as how to ensure the problems behind them don’t become the norm at your company.