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Sigma Connected Group

26,183 followers

2mo

What makes Sigma Connected different when it comes to handling complaints❓ Hear from our team about what sets us apart from our competitors and how we’re redefining complaints handling with our people-first approach through our complaints centre of excellence. 👇👇👇 #complaints #customerservice #customerexperience #southafrica

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Transcript

We always strive to do our best, not just for ourselves, but for our customers, for the business we want to do our best for. The Complaint Center of Excellence in Cape Town is where we're dealing with customers. For our clients that have called in and they've got an issue, We create an end to end journey for a customer. It's about doing what it takes to get the right deal for the customer and the right outcome for that customer. So there's so many things impacting customers that is no fault of their own and they feel like they need to complain. We have different sectors in the complaint Center of Excellence where we segregated into responsible lending, making sure that we have a battle for the customer and then our core complaints team covers a whole other product, complaints and services and all the other things that we have. The customers will always say I love speaking to you S Africans, you guys are super friendly, you make it so easy. We really accommodating and that's what I really like about that. South African generally are people pleasers, especially Capetonians. So when I look at outsourcing, South Africa is the best country. It's extremely proud people, extremely empathetic and they all want to do the best job. I say that there's no such thing as irate customer or bad customer. It's only a customer with a bad experience, always going to have complaints, but it's how we deal with it, how we handle it. What you need to be thinking of is how can I fix this for that customer? How can I fix this long term? Don't just fix it today, I'll fix it for tomorrow as well. If you've made a commitment to own the problem for the customer, own the problem for a customer. Listen to your customer. They. Hem spikwood. Be yourself, don't change your I've always put myself on the customer's shoes because should I complain, I would also want my complaint to be resolved immediately. Need to kind of show the empathy. You need to have patience. Sometimes you need to step back, just understand, right, what is the situation here? What is the right outcome? Well, we don't just want to be a superficial surface level thing. We want to actually get to know people and help them. The reason why we're so successful and why we're able to do what we do is because our agents know that there's somebody at the back of that, you know, who wants an answer wants. Resolution of the way in which you handled the complainant. That's an amazing lens on your business and I hope that clients that we work with take it as that learning opportunity. Certainly we do. How you deal with it when it goes wrong is far more interesting than how you deal with it when you go right. So if the person leaves the call before then I found him, I know my job is done.

Kelly Azel, graphic

Customer Advisor

1mo

We are about great customer experience💚💚💚

Anesipho Mona, graphic

Customer Service Representative at Cci south africa

2mo

Are you hiring ??

Jerry Mboweni, graphic

Certified Life Coach and NLP practitioner. Drug Counsellor. Author of book 115959 An Ex junkie last minute victories.

2mo

Candice Johnson Proud of you

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Sigma Connected Group

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