Date(s) - 21/04/2021
4:00 pm - 5:00 pm
Dealing with customer complaints
This is a 1-hour session on dealing with customer complaints. It is an interesting session because the 12 steps we use to show you how to handle customer complaints are not the standard ways people teach this topic.
We like to help our participants and students to be well equipped to deal with customer complaints. We do this by developing their thought process. So, this actually means – getting them to identify issues and use the right thought process to manage the issues.
You are not alone in having customers complaints.
Statistics show us that:
|1 in 26 customers complain|
|91% of unhappy customers will not come to the business again|
|82% of customers will return if they are treated satisfactorily|
|It costs 5 times as much to attract new customers as it costs to keep old customers|
Of course, there are normal or standard practical steps that need to happen as well. But if one can think effectively, dealing with a customer complaint doesn’t have to be an “ugly” experience. The stress on your employees and yourself is overwhelming when you are not equipped to handle customer complaints well.
In this session, you will be able to take the “12 steps to deal with complaints” and use them immediately. It really is that easy. The purpose of learning these 12 steps is for you to be able to defuse the situation. You need to handle the customer complaint in such a way that it ends on a positive note for everyone.
Very often, handling a customer complaint about a physical product purchased is far easier than handling a customer complaint about a service (non-tangible) issue. Replacing a physical product or getting it repaired is far simpler than trying to repair a relationship that has now been damaged because of the complaint.
Keeping connected to the customer whilst handling or dealing with customer complaints is critical to resolving the issue and keeping the relationship alive for the future.
This session will show you ways and give you ideas on how to successfully handle and deal with various customer complaints.
Bookings are closed for this event.