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Using Customer Complaints to Improve Service Quality - Webinar

  • ID: 3693314
  • Webinar
  • December 2017
  • Region: Global
  • 60 Minutes
  • Lorman Business Center, Inc.
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Gain valuable, realworld tips on how to use customer complaints as a learning tool to provide better customer service.

The most inexpensive manner in which to manage the business is with great customer service. Customer service saves almost 80 in marketing and creates a better internal culture. Yet, from time to time, customers do complain and these complaints can be used to alter processes and create efficiencies. You will learn how to control costs, retain more customers and enhance your companys brand.

Customer service is crucial to your business but complaints cannot be ignored. Research shows that 14 of customers leave your business because they are not satisfied and 68 leave because they are unnoticed or unappreciated. Yet, more than 70 will never tell you directly what is wrong. It is essential you remain acute to complaints because happy clients create new clients. Additionally, happy clients reduce marketing, employee attrition, quality issues and much, much more. The more intent the company is on customer service the higher the margins, the revenue and the client base.
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The Customer Experience - Why It Matters
  • Customer Touchpoints and Hold Times
  • Words and Phrases Not to Use
  • How to Create Great Questions That Get to the Heart of the Complaint
  • Why They Don't Complain and Why Social Media Monitoring Is Important
  • The Value of Follow Through
  • Myths of Customer Service and How to Avoid Them
  • Best Practices, Action Steps and Key Performance Metrics
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Drew Stevens, Ph.D. - Stevens Consulting Group
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This webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, technical and support representatives, and administrative professionals.
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