photo © 2004 Guyon Morée | more info (via: Wylio)
Let’s face it: of all the situations that customer service and technical support teams face, dealing with angry customers can be the most draining. The agent — and sometimes several agents before the caller is done — can be exhausted from being verbally pummeled. The time spent on the call skyrockets beyond any goal or target ever imagined. And at the end of it all, chances are good that you have not won back the customer, but won a new vigilante voice out there who will be attacking your company at the dinner table, in the workplace, and most dreaded of all, in a blog.
That’s why, in many call centers, the angry customer has another name: the “worst nightmare,” and every agent there dreads getting that call. Quite understandable.
So why does Tom Peters (Remember Tom? Possibly the world’s top business guru, he has been mentioned before here on Talkamore) in his book, The Little BIG Things: 163 Ways to Pursue Excellence, make this outrageous statement?
“There’s nothing, but nothing, better than an angry customer.”
Even for Tom Peters, those are pretty strong words. There is merit in what he says though. As we noted in the past post that mentioned Tom, research has shown that [Read more...]