Customer complaints are emotional, complete with expressive words and gestures, or rational, involving a calm, yet detailed description of a purchase or interaction gone awry. Either way, an interaction with a disgruntled customer can be fraught with peril. Resolving complaints of both natures requires a structured approach that clarifies the issue, lowers anxiety and builds a stronger relationship.
People talk. Consumer studies have shown that a dissatisfied customer tells between nine and15 people about their experience and around 13 percent of dissatisfied customers tell more than 20 people — and that’s not counting who they reach on social media.
You can’t afford to let customer complaints cost you. Savvy organisations realise that it pays to have a structured process in place to handle complaints in ways that turn unhappy customers into happy ones.
This course explores the causes of complaints, and ways to respond to both rational and emotional customer concerns. You will learn how to maintain a positive attitude when dealing with difficult people and issues, and techniques to resolve issues that not only fix the problem but keep customers coming back.