Customer service representatives, complaint managers and senior executives are often confronted by irate customers. When the interaction is in person or over the phone, there are techniques to calm the customer and get to the heart of the matter. Here are 7 steps I used at IBM when I handled critical customer complaints.

“The only way to put out a social media fire is with social media water,” says Ramon DeLeon, managing owner of 7 Chicago area pizza stores. A Domino Pizza Franchise owner uses an apology video to respond to a negative customer tweet. He also uses other interesting techniques to ensure his customers keep coming back.

Social Media Monitoring and Sentiment Analysis

Wednesday, December 23rd, 2009

Customer Satisfaction and public relationships departments are increasingly becoming aware of the need to monitor Social Media surrounding their brands, products, services, company name and key personnel. Failure to react appropriately to public sentiment turned bad using these tools can be disastrous for a brand or a product. How to do that work in today’s world of Social Media, complaint sites, Sidewiki and blogs, is a challenge. Some trends and tools and services are starting to emerge.

A study by IBM® Institute of Business Value of 30,000 US consumers in September and November 2008 revealed that, on average, consumers will drop allegiance to retailers after an average of 3.1 negative experiences. To promote customer satisafaction, eight key areas that affect the customer experiences are covered in this article.

How many times do you hear of a company firing a front line employee, either in sales or service because the front line employee was unable to appease a dissatisfied customer. As a general rule, most organizations do not have bad employees, just broken processes.

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