Reward All Customers Who Complain-Customer Loyalty

Read this only if you are interested in really changing the way you think about creating customer loyalty. Pick up any customer service book or listen to any lecture and you will be told, "Rule 1: Listen to the customer, Rule 2: See Rule 1". If every customer service manager knows this, then why is there a disconnect? Ask a few friends how they felt after the last time they interacted with a customer service department. You may notice that they first give you a scowl before a word comes out of their mouth.

Most companies view the customer service department as a necessary business evil. Their goals are simply just to meet expectations. With such a low goal, they usually miss the mark by a wide margin. They think and act like customers only call to complain...as if that's a really bad thing. From the perspective of companies, the whole customer service experience is framed as a trying to minimize the negative. Companies do not capitalize on the fact that an interaction with a customer is an incredible opportunity. Your customer paid you money and now they are giving you some of their valuable time. Sure, they may have a beef that they want solved on the spot. If you are smart, then you will solve their problem or present them with a plan to solve their problem. If you can do this with some success, then you have an opportunity to leverage the customer initiated phone call.

Do you want to read more about this? Let's us know. Thanks!!

Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.

https://www.givainc.com/white-papers/customer-service-best-practices.htm

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms