How to Turn Raging Customers into Raving Fans

Think about the last time you contacted a company—were you calling to offer a compliment or thank the company for their excellent service? Chances are that wasn’t your motivation. More likely you called customer service to complain about something that was wrong.

Customers typically pick up the phone when they need to resolve an issue. And frequently, that’s after they’ve tried to find the answer on their own with no success. Depending on how long they have spent searching, you can imagine patience may be running low by the time they call, making that engagement especially challenging.

In fact, two-thirds of customers who encounter customer service problems experience feelings of rage, according to a 2017 survey by Customer Care Measurement and Consulting. Rage seems to be on the rise in other ways: Some customers will even go to “rage rooms” where they can blow off steam by demolishing breakable items, electronics, or objects of their choice.

While no one can break or throw anything on a negative customer-service call, the outcome of a bad experience can be far more detrimental than broken glass. It can do serious damage to customer loyalty and brand perception if customers tell others about their experience.

Staying ahead of the game with a proactive strategy for combating customer rage will help you turn customers into raving fans. Here are a few useful rules of thumb:

By applying modern customer service technology, companies can eliminate customer rage and turn every customer experience instead into one that builds raving fans. By providing end-to-end service, delivering quick and easy answers for routine issues, personalizing the delivery of timely, relevant information to your customers, and connecting them more quickly to the right agents and answers, you can ensure a seamless experience for customers that genuinely turns them into raving fans.

To learn more, download The Road to Transforming the Customer Service Experience ebook, which details how to remove roadblocks and transform the customer journey into an exceptional customer experience.