The “I want to speak to your manager!” Phenomenon

Are your first level contacts unable to help customers?

Are your first level contacts unable to help customers?

You encounter this phrase almost weekly. You see other people saying it and many times you may have said it yourself. “I want to speak to your manager!” Those words, usually spoken when angry, probably stem from a frustrating situation when a customer may feel that someone they are currently dealing with at a business may be unwilling to help them at all. The manager in such situations has to be called so that the customer can either be given what they want or so that the customer can be gotten rid of from the premises of the business with as less damage and drama as possible.

The number of times your customers or blog readers ask anyone at your business or blog to have someone else, besides you or your co-worker, interact with the customer or reader in question gives you a very good way to measure how your business or blog helps solve customer issues. The larger the number, the more problematic your business or blog solving plans and techniques may be. Problems may always happen on any blog or in any business. The trick is not to focus solely on keeping the number of problems to a minimum. The trick is to also keep the number of ways to solve customer problems and the level of satisfaction of customers after problems very high too.

One of the best ways to keep the level of satisfaction in customers high is to ensure that you minimize the number of times customers actually feel left behind by your blog or company. That will help ensure that customers having problem always feel they got the help they needed from interacting with anyone via your blog or company.

Eliminate the chances that make clients upset enough to ask for the manager

Customers wanting to speak to someone else in charge means that the business has somehow failed, at least in the mind of the customer, in terms of actually solving the issue of the customer through the proper official or common channels. The fewer amount of people a customer has to go through to get a solution, the more loyal your customers may be. That is the main reason a company like PG&E has long time satisfied customers, while Comcast does not. Calling PG&E results in an actual person with full power over your account to do everything you want on your account right over the phone, while calling Comcast results in you having to be transferred to different departments for billing, appointments, technical support and sales inquiries.

If customers are regularly asking you or someone else at your blog or business to let a supervisor or someone else handle the problem at hand, chances are your business is attracting problems that can be fixed when a customer uses a service. Eliminating the elements that cause customers to get dissatisfied with the first level of contact from your blog or company means that you simply have to give more power or emphasis to those first contacts. Learn from PG&E in this case.

Are your customers not happy with your current public channels?

Have you ever asked to see the manager for any business? Have your clients or blog readers asked to see a supervisor or a superior officer to resolve some problem? Do your customers get the help they need on their first contact with you? What do you think of the PG&E and Comcast example above?

Please share your opinions, experiences, tips or ask any questions in your comment below. Thank you for reading.

About William

William lives in Oakley, California and is an avid tech enthusiast. When he's not writing about online social networking and businesses, he is busy reviewing how social media affects us all.

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