Have a manager make a call.

When a customer is really upset, it really helps when a manager or other supervisor takes a few minutes to reach out to that customer. The manager can give the upset customer a call or send them a personal email – just something to let them know what they heard about the issue and offer their assistance.

Just like the representative that only needs to take a few minutes a day to reach out, this is all about taking the extra time to work with customers who have expressed they are frustrated. They may not being posting about the issue publicly (yet), but they are upset and they are frustrated. If a manager who is empowered to make things happens can get in touch with them, it can make a big difference. Instead of a negative post the next day, they might post something overwhelmingly positive.

The upset customers tend to appreciate simple gestures like a manager reaching out because they are relatively uncommon. The only time customers usually talk to managers is when they are extremely persisent and refuse to get off the phone without talking to a manager. Imagine how impressed a customer would be if he or she received a call or an email from a manager or a supervisor that started off with a statement like “I heard that you were frustrated with your resolution from our customer service department the other day. How may I help you?” Chances are, they would be grateful for the manager reaching out and happy to hear from someone.
The best call centers make this a normal practice. In the best call centers, managers and supervisors are easily available and regularly talk to customers. And it helps. If customer service representatives are able to resolve most of the issues, they really don’t have to elevate calls very often. However, chances are that every representative will have to escalate a call sooner or later and having managers that care and that are available make the process a lot more effective.