Q: Morale would be a lot better if a handful of our reps weren’t always complaining about one thing or another. How can I get them to see the bright side?

A: Don’t try to drive complainers underground, and don’t treat complaining like a character disorder (even though it sometime is!).  Instead try channeling people’s efforts to make them part of the solution.  Consistently challenge complainers to identify:

1. What is the root cause of the problem
2. What are the dollars and cents consequences of the problem
3. Who needs to be involved to affect a solution
4. Several preliminary solutions, each with advantages and drawbacks
5. If no solution is at hand, what they are personally prepared to do to compensate for the problem

Reward reps who bring forward the “best” complaints.

Recognize and prepare candidates for promotion by appointing them as the point person responsible for resolving complex department-contained complaints.  

Chances are your support organization is the collecting point where all of the foibles and snafus across your company come home to roost.  When your people suffer the consequences of a bug-ridden new software release, sales force hyperbole or ill-conceived business practices, don’t just bellyache.  Follow the same process in responsively elevating the situation to top management.  Help promote your organization as the enterprise champion in ensuring total quality and customer satisfaction.

About the SSPA Support Staff Excellence Certification Program

The Support Staff Excellence Program reinforces product knowledge and technical acumen with the relationship management skills your people need to ensure total customer satisfaction.

Certification-driven, and developed in partnership with support staff best practices authority, Impact Learning Systems, the Program delivers an industry-recognized standard of performance that may be merchandized to both inside and external audiences.

To view the impact of the program on important call center metrics like call handle times, first time resolution rates, escalated calls and customer satisfaction levels, simply request our complimentary SSPA Support Staff Certification Impact Study.