Encouraging Customer Complaints
Encouraging customers to complain may sound a strange idea and yet research shows that 96% of customers who have a bad customer experience do not complain but they do tell up to 20 other people. It seems that we can also make a customer 60% more loyal when a complaint has been handled satisfactorily. The golden rule is still that the customer is always right even when you think (or you know) the customer is wrong!
Aim
To enable participants to handle customer complaints effectively and demonstrate customer problem solving techniques whenever they are required.
Objectives
At the end of the workshop participants will be able to:
- Recognise situations which may lead to customer complaints
- Manage difficult customer situations
- Demonstrate problem solving techniques
- Demonstrate excellent communication skills in solving customer problems
- Use a systematic process for handling customer complaints and problems
- Assess and monitor customer complaints
Content
The workshop is highly practical with the emphasis on ‘learning by doing’. There will be some tutor input, video examples, group discussions and practical exercises.
What we can do
This programme was developed for the Tourist Board in south Devon. We can design and develop programmes to match your requirements. Please contact us to discuss your needs.