This is a very effective, highly sought after customer service training programme about turning customer complaints into business opportunities; regaining the trust of unhappy customers and keeping them as customers.
Do you know how many customers you lost last quarter? Do you know why? Do you know if complaints were handled satisfactorily? Do you know what you’ll need to do to retain your existing customers and to attract more customers?
A Complaint Is a Gift is not only a practical “how-to” customer service programme that takes participants into the world of customer relationships, but also provokes and inspires changes in related thinking, attitudes and habits.
A recent survey indicates that while 94 percent of managers schedule one-on-one meetings with direct reports, fewer than half of employees say they have monthly one-on-ones, and only about 20 percent of those meetings are deemed effective. The take away here is that no more than 10 percent of employees are happy with their one-on-one meetings.