Now, more than ever before, you need to ensure every customer remains a happy customer, even when there is a problem. How your staff deal with problems and complaints will determine if that customer will return, buy more and/or tell others about their experience.
My seminar “Effective Customer Complaint Management: Customer Service Excellence Strategies for Driving Customer Satisfaction, Loyalty and Experience” is a comprehensive program and can be geared toward executives determining which data to gather and mine, to managers overseeing customer complaints, to the front line skills needed to calm down upset customers and turn them into satisfied, loyal customers.
Excellent service recovery will cement customer loyalty. Every organization has customer complaints. It’s how the complaint is managed that determines if the customer is satisfied and their loyalty solidified. Your employees can create astronomical customer retention or can drive your customers away. It all depends on how you approach complaint management.