Year after year, studies are done about the number of complaints people have about businesses. Time and time again, these quantifiable measurements are taken and used to determine their compensatory worth through bonuses, advancement, or retention.
What those studies don’t examine nearly as often is why complaints are happening. As one blog post observed, “Companies are adopting upgraded programs to handle customer complaints, but unfortunately, they were doing all the right things the wrong way (e.g., complicated automated response menus, no empowerment to customer care agents, understaffing, etc.)”
Consequently, when customers can’t get through to agents, they turn to social networks to complain and have their voices heard. “The viral effect of social venting can be extremely detrimental to your company’s reputation,” as the post pointed out.
Professional Recovery Consultants understands the vital importance of reputation management and the delicate balance of maintaining a positive online presence with your consumers. The key to reducing complaints is understanding why they occur in the first place.
Improper communication to a consumer can lead to a complaint. Conversely, improper communication once a complaint is received can lead to increased frustration and take you further from resolution. One of PRC’s Corporate Behaviors is: “Communicate to be understood. Know your audience. Write and speak in a way that they can understand. Use the simplest possible explanations.”
Setting Realistic Expectations
Consumers need honesty and transparency. Setting realistic expectations can help with this. If you, or your representatives, are setting unattainable goals, deadlines, or metrics, everyone loses. Managing expectations is getting ahead of and helping to control the propensity of complaints.
Stay on the Cutting-Edge of Technology
Technology is a double-edged sword. However, when deployed and used correctly can be a useful tool for reducing and responding to complaints. Consumers are more tech-savvy than ever, and they are looking for a tech-rich experience. Invest in technology and give that experience they crave and expect. Decreased hold times, interactive websites, mobile capability, and a strong online presence are all part of building credibility and reducing consumer frustrations.
These three tenants sound simple when you’re reading them in a blog post. Yet, companies often still struggle with them. Sometimes it’s because team members don’t feel empowered or don’t have the right tools. If you hear a lot of complaints about your debt or payment collection team, dig deeper to find out if the problem is something they are doing (or not doing) or if your work environment is part of the challenge.
If you have questions about collections or need help recovering payments, contact us to get started.