Become a complaint friendly organisation

The deck is stacked against businesses trying to satisfy their customers. Customers expect satisfactory service and as a result anything that looks like unsatisfactory service stands out. Because of this, it is more likely to be remembered and weighed more heavily in comparison to everything that went right.

This reality demands that we map out a process across the organisation to handle unhappy customers and pay attention to what we can learn from customers who are dissatisfied. We can work at satisfying customers through the purchasing process, but research tells us over and over again that it is our post-sales service people who create the greatest degree of engagement and loyalty amongst our customers.

 

Tailor this course

Contact us for further information on how Mapping Your Service Recovery Process training can be tailored to your business