TMI USA

TMI Training Programs

   

A program for handling customer complaints
    For a company to survive and develop, it needs to maintain a high rate of customer satisfaction. This is only possible if the company can satisfy its customers after they have experienced a service breakdown. The way a business handles complaints from its customers is of vital importance to the customer's perception of the company's service quality. All businesses need clear quality goals, strategies, policies and procedures to ensure customer satisfaction.
An important part of a company's quality assurance is having a good customer complaints culture and service recovery process. The A Complaint is a Gift workshop is a highly interactive, fast-paced experience that creates awareness of the complaints culture as it is today, and takes constructive steps to make improvement.
  A more realistic idea of how customer satisfaction is developed.
Improved customer handling.
A more service-oriented business culture.
Improved awareness of the importance of handling complaints effectively.
A greater understanding of personal responsibility in complaint handling.
Improved internal relationships and personal quality.
Increased market share and improved customer loyalty.
  Customer behavior
Most customers don't complain
Exercise: Why don't you complain?
Why we don't like to hear complaints: Attribution Theory
Complaint behavior: Who we talk to 
What complaints don't you like to hear?
Exercise: What do you want in complaint handling?

How to handle complaints
Gift demonstration
Video
Practice
Why complaints are gifts
Exercise: Put yourself in the customer's shoes

Turn terrorists into partners
Corral the energy of anger
Pace the customer (Body Language) 
Value language and timing
Form partnerships with your customers
Let your customers know who you are

Written complains
Why written complaints are a red flag
Steps for handling written complaints
How to write a "do" and "do not" letter
Some good advice on responding to written complaints
Where is the customer pain? Responding to the emotional content of a letter

Complaint-friendly attitudes
Exercise: Customer-friendly job description
Exercise: Breaking down departmental barriers
Exercise: Little things add up

Action planning
What is your company going to do?
Benchmark your successes
What is your company's complaint policy?
Internal complaints: How do we listen to each other?
My personal action plan: What am I going to do?
  Each participant receives a "Complaints Culture Audit" and "Workbook." The complaints culture audit is an eight-page survey that is a tool for developing a company's complaints culture. This tool can be used to:
Survey the complaints culture of your company.
Estimate whether your method of processing and handling complaints is sufficiently effective to keep customers and regain their confidence and trust.
Improve the handling of complaints from both external and internal sources.

The use of this audit and workbook may also be seen as an important part of a learning process in which all employees acquire greater understanding of what it takes to achieve a good complaints culture within the company. 

 
 

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