Service Recovery — seeing complaints as gifts
Inappropriate handling of complaints. Without complaints, organizations do not have sufficient knowledge about how many customers are dissatisfied and why. Without insight into customer perception, the organization can not react in time. Weʼll help you:
Understand the reactions of dissatisfied clients — Understanding customer dissatisfaction is critical to retaining them.
Effectively recover your dissatisfied customerʼs confidence — Essential aspects of satisfying complaining customers.
Incorporate eight steps for effective complaint handling — It starts with a “thank you.”
Decipher oral and written complaints — How they are different and require a different response approach.
Check your complaint policy — What is your policy? Does it get in the way of satisfying complaining customers?
Understand the impact of social media — Learn how to deal with complaints that can go round the world in an instant.