PHILOSOPHY OF THE PROGRAM
A ΤΜΙ programme which provides golden rules and practical solutions for oral and written complaints handling. It is a means of ensuring customer satisfaction which is crucial to the future of every organisation.
One of the reasons why an organisation is losing customers can be inappropriate handling of complaints. A complaint is a gift. Without complaints the organisation will not have sufficient knowledge about how many customers are dissatisfied and why. Without insight into customer perception, the organisation can not react in time.
Appropriate complaints handling is a prerequisite if the organisation is to recover the confidence of dissatisfied customers - and may even lead to customer loyalty.
In order to turn a negative situation with a customer into a positive one, it is vital that the organisation and all its staff with customer contact know the prerequisites for good complaints handling.
If an organisation is to have a change of recovering its' customers confidence by processing complaints effectively, it needs to create a good "complaints‘ culture". The organisation's systems and policies should make it easy for the employees to process complaints effectively.
CONTENT OF THE PROGRAM
- Introduction - A Complaint is a Gift.
- Reactions of a dissatisfied client. The importance of being satisfied.
- Effective recovery of dissatisfied customers confidence. Examples.
- Golden Rules for complaints' handling.
- Oral and written complaints. The customers perception.
- Organisational complaints' policy.
- How to handle criticism from others. Learn to treat a complaint as a Gift.
- Effective complaints' handling implementation.
WHAT CAN BE ACHIEVED
Benefits for the organisation:
- Improved image
- Better internal relationships
- Customer loyalty
- Fewer customers lost
- More satisfied customers
- Improved awareness of the importance of handling complaints effectively
- Improved awareness of the importance of keeping customers satisfied.
Benefits for you:
- You will be able to process complaints more effectively
- You will learn to take criticism from others and use it to improve your personal quality
- You will provide better service to both "internal" and "external" customers
- You will learn how to complain yourself and demand quality
- You will achieve better personal relationships with others, internally and externally - You will improve your self-esteem.
WHO SHOULD ATTEND AND BENEFIT FROM THE PROGRAM
All Employees with customer contact as well as Managers who ought to know the theory and techniques behind the new complaints policy, and who are to lead the organisation towards its new complaint culture.
