| Description |
Complaints are inevitable in the service industry, both in
the private and public sectors. You cannot avoid them
and most would dread situations of dealing with angry
and abusive customers. But in truth, how you choose to
handle customer complaints can make a world of
difference for your organisation and its reputation.
Every time a customer or stakeholder steps up to lodge a
complaint, he or she is actually giving your organisation
an opportunity to make things right, an opportunity to
change their negative impression, and an opportunity to
improve now things are done.
Organisations that embrace Customer Complaint
Management (CCM) have the power to turn negative
experiences into positive business messages, and
detractors into advocates. This may sound intuitive, but
with just a limited window of opportunity to accomplish
this feat, organisations can hardly afford to leave this
process to chance or worst, by long term trial and
error!
Employees must be well-prepared with the right skills
and techniques to handle various foreseeable and sporadic
situations, turning customer complaints into voices of
change. It is crucial that they learn how to design,
implement and manage effective CCM programmes. This
intensive two-day workshop will guide participants not
only to manage complaints but to manage difficult
customers and create customer loyalty in the process!
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