If a customer has a complaint but doesn’t tell you, there isn’t much you can do about it. But if they do tell you then you have a tremendous opportunity. Firstly, you can bet that if there is one customer complaining, there are far more customers who go away grumpily dragging their tails and don’t say a word…. to you. But they tell their friends and colleagues. It’s said that a dissatisfied customer will tell up to 12 other people. That’s expensive!
Secondly, fixing a complaint stops that spread of bad news and increase customer retention. Finally, if you respond in the right way to the complaining customer, you can create not just a loyal customer but a raving fan. Dealing with customer complaints is a source of potentially high profits.
Yet most companies look at customer service complaints as a burden or something to try and hide or ignore. Consequently, they annoy the customer even more.
Dealing effectively with customer complaints is the lifeblood of any organization. In a world where competition is fierce - customer service is often the ONLY point of difference.
Program Contents :
Defining a complaint
The value of Complaints
Understanding why customers complain
Components of a complaints handling process
Looking upon complaints as gifts
Understanding the psychology of anger
Tools to absorb customer's anger
Upon completion of this program participants will be able to:
Understand why customers complain
Understand the value of a professional approach towards handling customer complaints
Use a systematic process to resolve complaints.
Manage an angry customer
See complaints as a gift
Treat complaints as an opportunity to improve
Duration : Two Days
- Contents will be customized as per the needs of the client