14th
2007
How to Take Customer Criticism
Criticism - by definition is usually bad. Merriam-Webster says, “the act of criticizing usually unfavorably”. By the very definition of the word, to be criticized is a bad thing. No wonder people have a hard time accepting criticism. When you encounter criticism you have to realize two things.
1. Someone cares enough to take the time to criticize. If they didn’t care, they would just walk out. Think of this as free advice from someone who thinks highly enough of your business to give you feedback, albeit negative.
2. They’re probably right, at least a little. While I’ve dealt with customers who were just plain crazy and you couldn’t take their criticism without laughing, they weren’t regular. The normal customers who criticize a business are the customers who had a poor experience and want someone to know about it. Therefore, they’re right to criticize because they know what went wrong and what they expected to happen instead.
If you can take criticism from both call center agents and those companies who hire your call center, you’ll be one step ahead of most people, after all nobody likes criticism, right?
Posted by Admin in Call Center Tips, Customer Service with one comment.