What is the best way to improve complaints handling by a Telephone company?

My boss wants 5 fresh new ideas. I reckon that he is asking the impossible as all customers just want 1 thing and that is the person that answers to be able to resolve the issue, what do you think?

1. Good manners

2. Good English

3. Do what you say you are going to do

4. Keep the customer informed

5. Tell the truth a Exactly, Several customer service organisation make the person answering the call follow it all the way through to resolution. Itsa call problem ownership. Otherwise you get the gits who put you on hold for 15 minutes or more until you get bored or their shift ends which happens a lot. Begin with answering the call promptly. Be courteous and focus all your attention on the customer and what they are saying. Mirror and restate the customer's complaint to make sure you understand the problem. Apologize for the error or problem they are having. Assure customer you can solve the problem or find someone who can and then follow through.

Above all, respect your customer and what they have to say and take care of their concern on the first call. Be the customers advocate. Short Hold Time

When I was with SBC (yuk yuk yuk) I would hit the number for new service in order to get a CSR quickly. Otherwise, I would be on hold forever.

Competent Staff

SBC (yuk yuk yuk) has very bad customer service. No one could explain my bill, answer my questions and some even hung up on me.

RESOLUTION!

The CSRs at SBC (yuk yuk yuk) would never resolve a problem! On the phone, they said that they did, but in reality they didn't.

Because of the above, I ended up switching to MCI's Neighborhood Plan. I love their Customer Service, despite the fact that it is outsourced.

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