Organisations spend huge amounts of money on trying to attract new clients. Yet, it is far easier and less costly to retain the ones we already have. Most unhappy customers don’t complain: they just never return. A complaint is a unique opportunity to improve our services and turn someone into a lifelong client.
This practical and engaging course explores what it takes to retain our customers and how the way we handle complaints can impact the quality of our services and overall organisational success.
Driven by the mantra “under promise, over deliver” and using the CLIENT model of complaint handling, we explore how to receive feedback with professionalism and grace, and focus on retaining the customer. We also explore how organisations typically lose customers and how smart organisations retain them.
Topics include
- Amazing customer care
- Communication tools
- Client empathy
- Telephone tips
- The CLIENT approach to complaint handling:
Calm
Listen Actively
Identify problem and action
Empathise
Next Steps
Timing
This course includes
- Engaging, up-to-date materials.
- Take-home resource package.
- All day catering and beverages - with dietary needs catered for.
- Certificate of attendance.
