Organisation: Customer Service Works
Category: Complaint Management
Description: WHAT YOU WILL LEARN:
Only 4% of customers ever complain. That means that your business may never hear from 96% of its customers. Ninety-one percent of those just go away because they feel complaining will not do them any good. Dissatisfied customers tell up to twenty friends that they are unhappy with the way you do business. However, if you resolve their problems 50-74% of those same customers will do business with you again. If they feel you acted quickly and to their satisfaction, up to 95% of them will do business with you again, and they probably will refer other people to you. The bottom line is: you must work to keep your customers.
Complaints are opportunities! Learn a five-star approach to solving problems effectively, including personal strategies to proactively gain customer feedback and effectively deal with upsetting customers.
Topics include:
Defining complaints
Difficult customers
Why customers complain (and why they don’t)
Five-star problem solving approach
Getting there – benefits, roadblocks and the cost when we don’t celebrate and effectively recover from complaints
WHO SHOULD ATTEND:
Frontline service professionals, team leaders/supervisors and managers.
LENGTH OF TIME:
One-day workshop content with scheduling flexibility.
Price: NA
Contact: Customer Service Works
Calgary, Alberta Canada
Email :
info@customerserviceworks.com
Webmail :
http://www.customerserviceworks.com
Service Available In :
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