This workshop focuses on why customers complain, how to handle difficult situations and how to maintain the ongoing relationship with your customer.
In most cases, when a customer complains it means that the service delivery has not met with their expectation. It may not seem like it at the time, but complaints are actually a gift. They provide you with an opportunity to look at the service you deliver and to consider how the customer service can be improved.
It’s important that employees never assume that complaints are not genuine. The majority of people don’t complain without good reason. Every situation needs to be fully explored so that successful service recovery can be implemented and managed.