Complaint Handling training; boost skills and confidence to help customers when things go wrong. Retain your customers and protect your brand reputation.
Things will go wrong from time to time, but our research shows it’s the businesses that can deal with customers problems or complaints that are the ones that are successful in retaining customers.
Complaint handling can’t be scripted, this is the moment when customer facing personnel must connect with a customer, listen, understand their issue and help the customer in order to retain their business.
“All I can do is apologise” or “Thank you for that information” will not help, and will leave your customers with a greater sense of frustration. In fact, in our research 76.7% of respondents stopped dealing with an organisation because that company did not know how to deal with a customer who raised a problem or a complaint, and added to the stress of the problem by the way they dealt with the customer.
