Across all industries the complaint ratio is approximately 7.5% of all calls, with complaints in the auto-manufacturing industry skyrocketing to a high of nearly 20%. Regardless of their nature and origin, the correct and proper handling of complaint calls is one of a call center’s most sensitive tasks. Poor handling will result in lost customers; great handling can actually result in higher loyalty from customers, who are delighted with your response. As managers, we need to keep in mind that complaints can be very emotionally taxing on front-line agents and can hurt morale as well. Here are some tips and guidelines for complaint handling:
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