Turning Complaints Into Business Opportunities

About the Workshop

Customers give their loyalty to those who listen to their complaints and react properly, not necessarily with solutions, but processes, systems and procedures, when communicated properly and applied are a company’s gold when it comes to turning complaints in to business opportunities.

Every complaint is an opportunity for you to see your company’s flaws through the customers’ eyes.

When customers complain, they want to make things right. They want to restore their faith in your company; but it takes more than correcting a problem to cure customer dissatisfaction, this workshop shows you how to do just that.

Learning Objectives

By the end of this workshop customers will be able to:

• Understand complaints’ nature

• Adopt a solution-oriented attitude

• Understand what a complaint really is

• Solve complaints that really have no solution

• Maintain customers’ satisfaction

Covered Topics

1. What is a complaint?

a. What is behind different complaints

b. Provision of all necessary information

2. Proactive Reactions

a. Your attitude changes the course

b. Understanding difficult people

c. Reacting to different kinds of difficult people

3. Encouraging complaints

a. Making your customers complain

b. The complaint process

c. The solution process

d. Taking the complaint forward

e. Feedback and how it works to your benefit

4. Walking a mile in their shoes

a. What do customers really want?

b. Adopting a customer care mindset

c. Learning from mistakes

Duration: 9 Hours