Problems occur every day in the normal course of business. Your customer service reps (CSRs) are probably very adept at solving customer problems and providing the high-quality service your customers expect. But occasionally, even the most skilled reps encounter a very difficult customer or a problem that is outside of their ability to solve. While typically dreaded, these difficult situations provide a great opportunity for your organization to shine. One of the key principles of CRM involves making the most of every customer “touch point”—even the negative ones. Acknowledging a mistake and sending a small token of apology can transform a customer's negative experience into a positive one. Following up with a customer to check on their satisfaction shortly after a problem occurs sends a very strong message that your customer is important, that you are making time to listen, and that you are committed to continuous improvement.
Review the OOPS! We Made a Mistake! or How to Turn a Customer Problem into a Memorable Service Experience tip to learn how to set up an “OOPS” product in Vision and use Vision's CRM module to trigger a “customer care” follow-up call when an order containing the OOPS product is detected. This CRM event helps you change a customer frown into a smile, and raise visibility of significant customer problems to higher management or sales executives who might otherwise be unaware. CRM Events in Vision enable you to implement “best business practices” that help you maintain long, happy and productive customer relationships.