http://aspectblog.12hna.com/2007/08/22/firing-customers-can-set-a-bad-precedence/ Views from industry luminaries Gary Barnett, Roger Sumner and Jim Mitchell. Fri, 21 Nov 2008 11:03:36 +0000 http://wordpress.org/?v=2.5.1 http://aspectblog.12hna.com/2007/08/22/firing-customers-can-set-a-bad-precedence/#comment-2320 Allen Coley Fri, 09 Nov 2007 16:12:47 +0000 http://aspectblog.12hna.com/2007/08/22/firing-customers-can-set-a-bad-precedence/#comment-2320 My view on handling these "high cost" customers is to take a "kill them with kindness" approach. Of course you have to make sure that these complainers stay a minimum portion of your customer base but they are still great customers to have for one reason. They are loud. By constantly calling they are showing you that they care about the products they use and the service they are receiving and they are willing to voice their concerns. If you make them happy and loyal customers then you can pretty much bet that they are just as loud and vocal ourside of your phone system. They will begin screaming at their friends about how horrible your competitor is compared to you and these types of people can be quite convincing. Just my view. Btw just found the blog. I've been a loyaly Aspect ACD/CTI/IVR supporter for a long time now. Glad to see there are some nice callcenter based blogs out there. My view on handling these “high cost” customers is to take a “kill them with kindness” approach. Of course you have to make sure that these complainers stay a minimum portion of your customer base but they are still great customers to have for one reason. They are loud. By constantly calling they are showing you that they care about the products they use and the service they are receiving and they are willing to voice their concerns. If you make them happy and loyal customers then you can pretty much bet that they are just as loud and vocal ourside of your phone system. They will begin screaming at their friends about how horrible your competitor is compared to you and these types of people can be quite convincing.
Just my view.
Btw just found the blog. I’ve been a loyaly Aspect ACD/CTI/IVR supporter for a long time now. Glad to see there are some nice callcenter based blogs out there.

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