Published on March 13, 2009
Turning Customer Complaints into Loyalty
Facts Complaints happen, so accept them! Complaints contain very valuable information. When customers complain, they have their reasons to do so, even if, at first, you do not understand the logic behind the complaint. Handling a complaint properly will always cost your company much less (10-20 times) than losing the customer.
Complaints are very useful It is feedback to you about the performance of your product/service. It is a signal for action. It is a customer helping you by giving you a second chance!
Objectives of this program Learn how to understand the customer’s problem. Learn how to not escalate into a conflict. Learn how to move from an negative and emotional situation to a constructive and rational one. Handle the complaint into an acceptable solution. Create the conditions for a next sale.
Our 5-step approach To achieve these objectives, we will carry out with you the following steps: Step 1: Review of your current situation. Step 2: Identifying the areas for improvement. Step 3: Defining the actions and the procedures. Step 4: Implementation. Step 5: Follow-up.
Review of current situation Review with VP sales, Sales Managers and Customer Service Managers. Analysis of complaints: – Cause – Customers – Frequency and level of recurrence • Monitoring systems.
Identifying the areas of improvement Identifying weaknesses and strengths areas. Complaint score chart. Quantifying the cost of complaints.
Defining the actions and the procedures From the score chart, action list: – Per cause – Per customer/customer group • Complaint cost analysis and complaint setting up the cost reduction plan. • Setting up the Improved Customer Satisfaction plan. • The 4-level communication model.
Implementation and follow-up Setting up the procedures In-house staff training for the 6 steps of effective complaint handling. Complaint Monitoring System Developing the proactive customer service approach. Getting the customer’s appreciation and next sale.
Follow-up Within 3 months after implementation, we will review the progress made. If necessary, corrective actions will be taken to insure the proper implementation of the action plan.
Remember The customers pay your salary and advertise for you! Keep them satisfied! Get more satisfied customers! Work on reputation!
Interested? Then there will be not complaint when you contact us at: firstname.lastname@example.org
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