A Complaint is a Gift

Research shows it costs five times as much to get a new customer as to keep an existing customer. Excellent service recovery and an effective complaints policy can start a positive chain effect in cementing long-term customer loyalty. This participative one-day workshop introduces the philosophies behind customer satisfaction and service recovery. It focuses on how to recover the confidence, trust and loyalty of customers who complain.

Who should attend?

Everyone - managers and staff working in sales and customer service departments

People handling helplines and complaint desks

Customer service policy decision makers

Duration

1 day

What the programme will cover

The importance of:-

Customers’ complaints - a threat or an opportunity

Handling complaints effectively

Excelling in service recovery - from complaint to satisfaction

Handling criticism - focusing on the customer, not the complaint

Building a ‘positive complaints culture’ - rating your own team/organisation

An Action Plan

What is achieved?

As a result of this workshop individuals will be able to:-

Transform customer complaints to customer satisfaction

Recognise the reactions from dissatisfied customers and use it as a Service Recovery tool

Assess ‘how easy it is for customers to complain’ in your own organisation

Encourage complaints from those customers who are dissatisfied

Effectively handle complaints to regain the confidence and trust of a dissatisfied customer

Solicit customer information to improve product and sales quality, and their regained loyalty

Practise the prerequisites for service recovery - policy and procedures, attitudes and behaviours

Handle complaints effectively