From the course: Working with Upset Customers
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Sharing customer feedback
From the course: Working with Upset Customers
Sharing customer feedback
It's frustrating to handle the same complaints over and over again. It can make you feel powerless when it feels like customer after customer is blaming you for a problem you didn't cause and are not able to fix. You might even find yourself thinking, why can't that other department just fix this? After watching this video, you'll be able to develop a strategy to overcome this challenge by sharing customer feedback with coworkers, managers and other departments. Here are a few steps you can take to pass along complaints and help make things better. Step one is to actively listen for feedback. It's easy to get stuck on autopilot when you hear the same complaint day after day. You'll need to be observant, step back and recognize the pattern. I was once an account manager for a uniform company. One day I realized that I was handling a lot of complaints about logos with poor quality stitching on uniform shirts. It was frustrating because I didn't sew the logos, our factory did that, but…
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