Complaint Handling
“A complaint is a gift that should be accepted with two hands” I am not sure who said that but never has a truer word been spoken. A complaint can be such a great opportunity for a company but most companies and their employees cannot see this and waste it. Firstly, most people do not complain so any complaints you do receive are just the tip of the iceberg. You need to have a system that ensures that you hear back from the customer and that they know you want to hear it, no matter how bad the feedback.
However, hearing the complaint is only a minor part of the issue. It is how you deal with them that is critical. Select Training covers the issue of customer complaints and how respond to them as part of Customer Service Training.
“A complaint is a gift that should be accepted with two hands” I am not sure who said that but never has a truer word been spoken. A complaint can be such a great opportunity for a company but most companies and their employees cannot see this and waste it. Firstly, most people do not complain so any complaints you do receive are just the tip of the iceberg. You need to have a system that ensures that you hear back from the customer and that they know you want to hear it, no matter how bad the feedback.
However, hearing the complaint is only a minor part of the issue. It is how you deal with them that is critical. Select Training covers the issue of customer complaints and how respond to them as part of Customer Service Training.