Handling complaints to the satisfaction of the customer and organisation (with actor based role play) - 2 days

Handling complaints to the satisfaction of the customer and organisation (with actor based role play)

The idea of spending all day fending off angry customers doesn't sound particularly appealing. However, any firm that values its reputation needs to effectively handle complaints. For organisations such as local authorities, it is a statutory duty. So why don’t they do it?

It is 80% cheaper to retain an existing customer than generate a new one. It is also fascinating to know that 80% of complaints could be resolved to the satisfaction of the customer and to the commercial advantage of the organisation. So why do so many organisations fall down when it comes to irate customers and complaints. Surely, saving 80% on customer acquisition costs is worth pursuing when the odds are stacked in your favour 4 to 5.

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