Event DescriptionWhat you don't know can definitely hurt you. For every complaint that you hear, there are 27 other customers who were dissatisfied, but said nothing. By complaining, our customers offer us insight into their expectations and desires. Without this dialog, we are left in the dark to try and figure out what will win our customers' loyalty. In this 2 hour workshop you will learn to:
Embrace complaints as a way to re-engage customers, and not view them as a necessary evil.
Empower your front line staff to effectively deal with difficult situations.
Learn when to say "NO" in a respectful, but authorative manner.
Recognize complaint management as a critical element of your business strategy.
When you make your company a complaint-friendly organization, you not only improve the relationship with your external customers, you also gain a more satisfied, loyal and productive workforce.