Client complaint is a case and businesses need to learn to manage such cases. A business can get any number of client complaints in day and if it isn’t prepared to handle complaints then it would lose business. The business would lose clients to its counterparts that are well equipped to provide client service.
How could a business handle client complaints?
It is only with the help of case management software that a business would be able to serve needs of its clients. Every client complaint is a case and this software is developed to manage such cases. Clients would register their complaints on the software. The software would keep a data of complaints registered and solved.
A business keeps a case management software service team to look after needs of its clients. The team includes service executives that listen to client problems and forward the problems to concerned departments that solve the problems. Service managers look after the service team.
Tradition way of servicing clients has many flaws. Customers make complaints over phone calls and service executives register the complaints that are forwarded to concerned departments. Managers can’t see how executives are doing as they don’t interact with clients directly.
The software would bring managers, executives and clients on a common platform where managers could see what the clients are saying and how executives are responding to clients’ calls. If the managers feel that the executives are unable to handle client complaints, they can interfere to provide satisfactory service. Also they can prioritize the complaints.
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