Learn how to manage complaints and how to create a company customer complaint policy.
Customer feedback is necessary for the success of any company. Learning what your customers think about the experiences they have had with your service is invaluable. Successful businesses welcome both positive and negative customer feedback. Team members should be given every opportunity available to understand, respond, and resolve customer complaints. The more a team member is able to resolve a complaint, the more confidence they build in their abilities. Companies that choose to invest time and training for their customer service representatives to handle complaints have a significant advantage. Whatever the cause was for a customer complaint, it is most important that the team member communicate the company's eagerness for a resolution and service rebound to bring the customer back. In this session, we review the types of customer complaints, how to manage complaints, and how to create a company customer complaint policy.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
How Customer Complaints Help Your Business
- Complaints Increase Clarity of Policies
- Encourage Employee Confidence
General Types of Complaints
- Phone
- In Person
- Email and Social Media
Engaging With Dissatisfied Customers
- Verbal and Non-Verbal Practices
- Successful Phone Transfers
Communication
- Active Listening
- Smooth Interaction Throughout the Call
- Transferring the Call to Another Team Member
- Transferring the Call to Management
Complaint Policies
- Management's Role in Creating the Policy
- Expectations of Handling Customer Complaints
Accountability
- Begins at the Top
- Building Trust
- Accountable for Actions, Behaviors, Performance
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on March 19, 2024.
Call 1-866-352-9540 for further credit information.
MP3 Download
No credit available.
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Angie Garfield
Customer 1st Success
- Owner of Customer First Success
- Expertise in communication skills, team building, team environment dynamics, people development, emotional intelligence, goal achievement for individuals and teams, behaviors, and resolving conflict
- Has facilitated successfully over 800 professionals in the Omaha area to achieve excellence in customer service
- Has presented to senior executives, international professionals, and charitable organizations
- Known for engaging participants with content and material that brings team building as well as individual success to any company
- Member of Omaha Area Chamber of Commerce, Omaha Better Business Bureau, and National Speakers Association
- Can be contacted at [email protected] or 402-320-5892
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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