I talk to a lot of people that deal with people. Social Media people, support people, sales people. Almost everyone I know deals with a customer at some level.
And they almost all hate “dealing with” a pissed customer.
I actually like talking to disappointed customers – it gives me a great opportunity to learn what is important to them, and where our weaknesses are.
It is also an excellent opportunity to make real change happen. If you are empowered to drive it back into the company.
Talking to customers that you haven’t completely satisfied is empowering. They tell you where you have failed them, and why.
If you are only interested in talking to customers you have pleased, you are missing out on both a great educational opportunity and a customer satisfaction opportunity.
Pissed customers are very honest – you can learn more from them than from surveys, I think.
What you are empowered to do with that information is critical. If all you can do is listen, that sucks. But if you are empowered to use that feedback to drive change – well, you have a great job.