Customer Complaints

How to Handle Customer Complaints

Bad Lead Data 

1. In cases where the client is complaining about a lead we sent them which has bad info ( and rightly so), the delivery manager’s response should be along the lines of:
   “Thank you for bringing this to our attention; we are constantly working on the accuracy of our leads and will do our best to ensure that this doesn't happen again.”

2. ANY issues with leads should be added to the "confirmed unusable leads".

3. The Delivery Team Supervisor will set up a bi-weekly/monthly meeting with Nurit, product, and R&D to review the list and identify common themes.

4. After reviewing, they will work on practical solutions to improve lead quality.

Bad Job Titles delivered for Premium (Standard) Lead Campaign 

For Premium (standard) leads programs, unless the job title are sales, marketing or completely unrelated to a job in the tech world (AKA teaching assistant, electrician etc.), we will not reject those leads. 

The reason that a job title list isn't used for standard (site) leads is because we want to get as many relevant titles as possible.  

There is a general suppression list of titles that is automatically configured into each leads campaign, for job titles that come in often and are irrelevant, to make sure that the customers are getting good leads.

Since it is a suppression list and not an accepted list of titles, from time to time if an unusual title that is not relevant comes in, it can slip through as it is not on the suppression list.
For example, Financial Crimes Assistant is not a title we would ever think we would need to suppress until it comes in and a customer complains about it. 

The suppression list is continuously being improved. PeerSpot won't charge the customer for any leads they receive with irrelevant job titles.