When it comes to customer complaints, an organization's reaction can either drive customers away or create a lasting bond and a loyal following. In fact, the effective handling of complaints and good service recovery are two of the best ways for an organization to show its customers what it really can do for them.
Based on the best-selling book, this animated parable uses humor and wit to illustrate that customer complaints can give organizations a much needed wake-up call when they're not achieving their fundamental purpose -- meeting customer needs. A Complaint is a Gift offers a true-to-life analogy of how hidden within customer complaints is vital information (or free market research) that enables an organization to learn something about its product or services that it didn't already know. In many cases, customer complaints can even aid organizations to rapidly and inexpensively shift products, service style, and market share to achieve greater success.Length: 12:00 Minutes
- Key points
- Turn a complaint into a positive outcome
- Use customer feedback as a strategy tool to strengthen your organization
- Create a complaint-friendly environment
- Deliver on your own customer service policies and philosophies
- Package Includes
DVD, Leader's Guide and a Participant' Workbook.
- Alternate Versions