handling customer complaints Archives - Shep Hyken | Customer Service Expert

Customer Complaints

This article answers the question: How can organizations eliminate repeat customer contacts by fixing systemic issues and improving first-call resolution? During our customer service workshops, we do an exercise we call the Moment of Misery™ Grid. The short version is that participants are asked to write down all the complaints they hear and how often they hear them. We then list them in order, with the most common complaints at the top. (more…)

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