Our experts from the Marketing and Customer Experience department give you the 5 key steps to successfully managing customer dissatisfaction. Customer dissatisfaction can arise for a variety of reasons relating to the customer experience, the product or the services offered. To successfully implement an effective approach to managing customer dissatisfaction, we've put together a series of tips and actions in 5 steps.
Our 10 convictions for improving claims management
Win back, loyalty, re-purchase, continuous improvement of company processes and enhanced brand image. The challenges of dealing with customer complaints and and handling their complaints are numerous!
Discover our 10 convictions for effectively and sustainably improving claims and claimant management.
- 1. Simplify the expression of customer complaints
- 2. Early detection of customer complaints
- 3. Handle customer complaints specifically
- 4. Train employees and develop their interpersonal skills
- 5. An innovative and differentiating compensation policy
- 6. Efficiently qualify customer complaints
- 7. Analyze the causes of dissatisfaction to continuously improve company processes
- 8. Manage customer complaints at the highest corporate level
- 9. Measure the quality of service associated with handling customer complaints
- 10. Capitalize on gains linked to customer complaints management (R.O.I!).
Our 10 rules for outsourcing customer service
- 1. Ask the right questions before outsourcing your customer service
- 2. Define your customer relations strategy
- 3. Ensure the maturity of your customer service
- 4. Define the location of your activities
- 5. Choosing the right service provider to outsource your customer service
- 6. Set the right goals
- 7. Choose who carries the technical environment and secure the technical environment
- 8. Define your flow switchover plan
- 9. Train your service provider and imbue him with your corporate culture
- 10. Establish a long-term partnership and drive continuous improvement
Marketing & Customer Experience
Béatrice TORRE
iQo Associate
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Julien BAILLIEUL
iQo Partner
LinkedIn
