How have you handled rogue customers / have you felt the need to construct a way to direct customer

Matt Vadala
Matt Vadala Member Posts: 47 Expert
edited September 2020 in CS Org Conversations
I thought this to be an interesting collective of thoughts on a customer's approach to a bad experience:

There are a spectrum of ways to approach such experiences as a customer: 

-go straight to the top and let leadership know they have made mistakes and hope for top down change

-send a multitude of messages to management teams indicating displeasure

-notify your AE/AM

-single casual post to social media

Granted, there are many options fitting in-between the above points. 

My question to the community: how would you, as a Trusted Advisor, or as a CS leader look to address this? If your organization does not have such an approach, given this possibility, what do you suggest doing within your organization to direct feedback for most efficient reach to decision makers?