In keeping aligned with our recent post about responding to customer needs, it's a smart idea to prioritize creating solutions to user problems that incorporate customer feedback. Though this can apply to any aspect of a company, it can be especially useful for customer service systems, seeing as they will be at a unique position to potentially interact with those very users providing the responses in question. And this information can be collected in a number of ways that utilize live and online customer services.
This can go beyond phone operators and call centers and incorporate any member of a company who makes contact with a patron or prospective buyer. An article in Trade Show News Network by blogger Lisa Apolinski cited a personal experience as a call for businesses to take customer reactions more seriously. As she points out, even a business that a user trusts and frequents multiple times can cost itself a formerly loyal customer if they don't treat them well.
In her piece, Apolinski describes how a hotel in Santa Fe she always stayed at botched her reservation and delivered a lackluster response that failed to provide her with any compensation, despite multiple complaints.
"Take the time to address things so any comments made will be good ones," she writes. "It takes a lot more time and energy to address negative comments than to work on positive ones."
It's bad enough when a company ignores a user inquiry, but a complaint or bit of anecdotal feedback should be a red flag that businesses address as soon as they can. A call center is a possible tool that can allow companies to quickly connect customers with providers, who can assure them that their words are not falling on deaf ears.