>>How
do I give a diamond-level client constructive feedback?
My staff occasionally
becomes the scapegoat & to be blamed for mistakes
caused by the 2nd level Agents (My client's staff). If
this repeats and my staff is still projecting
professional support/cooperation to them but emotionally
demotivated & affected their team spirit forward. As
the supervisor & manager of my team, how should I
address this or should I address this as a feedback to
my client? I do meet my client (call center manager) on
a monthly basis. I am concern about my staff(s) and also
this in-sourced project as well as this diamond
customer. Please assist options that I can take either
for my staff or preventive action or if this happens
again what & how should I handle the account as well
as retain the relationships.
Myra's answer
to: How
do I give a diamond-level client constructive feedback?
Your employees are in a
tough situation and I empathize with them. I think it is
in your best interest to proactively sit down and share
with your client your concern and the challenge your
team is facing. What you don't want to do is blame your
client. Instead, work to enlist the help of your client
in resolving the problem.
Here's a good way to open
a meeting with your client to discuss the problem:
I have an observation
that I think will help both of us. Would you like to
hear it?
I have noticed that on
occasion some of your customers become very upset when
they experience problems that they attempt to resolve
with your second level agents. I am concerned that you
may be at risk for losing customers as a result of this experience
and I'm also concerned about my staff. My employees feel
like scapegoats, as customers tend to blame them for the
problems.
I need your help in
restrategizing the way we handle customers who become
upset and express their anger toward my team.
And let me also say, you
should let your staff know that you are in their corner
and explain the steps you are taking with your client.
I'd also advise the staff to respond to your customers
with concern, to work hard not to rise o the defense and
to work hard to make amends with the upset customers.
Good
luck!
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