Improve the customer experience with a proactive approach.
Learn how effective complaint handling gives your organization the edge. Most service systems are in a fire-fighting mode, handling problems after they occur. Preventing and preparing for large surges of contacts is crucial in the service world. The customer experience (CE) has become a top goal for most executives and complaints are one indicator of how an organization is doing. This topic, based on 40 years of research on service and complaint handling, will help you understand the key aspects of an effective, best practice complaint handling system. Further, it will guide you on using complaints as part of a broader, voice of the customer process that really gets things fixed by creating an economic imperative for action. Finally, it will show how the director of service or complaint handling can position themselves to support or actually take over the role of chief customer officer.
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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
Unexpected Causes of:
- Customer Dissatisfaction
- Customer Behavior and Expectations
Key Functions of a Best-Practice Complaint System
Preventing Escalations
Social and Mobile Service
Compelling Business Case
- Complaint Handling
- Checklist
- Revenue
- Word-Of-Mouth
- Risk Impacts
Technologies
- Preventing Complaints
- Decreasing Workload
- Actionable Measurements
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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 August 23, 2016.
Call 1-866-352-9540 for further credit information.
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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.
Faculty
John Goodman
Customer Care Measurement & Consulting LLC
- Vice chairman, Customer Care Measurement & Consulting LLC
- A customer experience researcher, innovator and entrepreneur
- Previously with TARP US, as co-founder, president and vice chairman
- Directed the 1970's breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, he is one of the original trailblazers of the customer experience industry
- His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center
- Authoritative consultant in the field of customer-driven quality, having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector
- John's first book, Strategic Customer Service, presents a proven, practical approach for leveraging the profitability of better customer relationships; his second book, Customer Experience 3.0, shows how ten types of technology including CRM, social media, gamification, online communities, video, speech analytics and chat can make customer experience proactive, preventive and engaging and how to gain CFO support for it
- M.B.A. degree, Harvard University Business School; B.S. degree in chemical engineering, Carnegie Mellon
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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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