From Dismay to Delight!
How to use customer service with integrity, to create superfans and increase sales!
When you or your teams deal with complaints do you sometimes…
Fear the impact your actions could have? Particularly on vulnerable customers?
Worry that you/your teams perhaps don’t know or don’t want to know the difference between company policy and consumer rights and laws.
Wonder if the customer who made a complaint was satisfied or if you lost them as a customer?
Feel concerned about the risks involved in complaint handling to the business, financial and personal?
Despair at customers who don’t know what they want and take up time and patience?
Wonder what the financial and reputational costs of not getting customer service right could have on the business?
How you can increase credibility and reputation?
Then you need From Dismay to Delight!
What are the benefits of the course?
An understanding of how to find out what customers need, want and how they would like their complaint to be handled and how to get them from A to B smoothly.
An understanding of what makes someone vulnerable and the importance of treating customers as individuals.
Reduce the risks involved with complaint handling such as financial, your time and the increased danger of the impact on vulnerable customers.
Ensuring that teams work with integrity to gain customers’ trust.
Tools and methods for handling complaints with compassion and integrity.
The benefits of reflecting on and improving the way you correspond with customers.
How to turn complaining customers into championing your business and to know who they are.
Increase in staff morale.
Increase in great reviews and referrals leading to more sales.
This is for you if…
Suitable for large corporates companies, this practical course will show you how looking at things in a different way, making some tweaks to practice and how improving customer service will get your customers doing the heavy lifting of marketing for you. With integrity, you can build your brand’s reputation through discovering what customers want and delivering it
You are decision makers that can make changes in your customer service to increase sales through increasing rave reviews and referrals.
Continuous improvement and changes to processes will make you more effective and as a result increase sales.
Suitable Attendees
Customer Resolutions Directors
Heads of Executive Complaints
Heads of Group-wide Management
Operations Managers
Business Support Managers
Customer Resolutions leaders
Conduct Assurance Managers
Group Executive Complaints
Heads of Customer Services Operations
Senior Managers of Customer Services
Service Relationship Managers
Modules
Unit 1
Importance of good complaint handling and how it can increase your sales, save you money and increase your market share.
Unit 2
What is vulnerability – explore what can make someone vulnerable, your beliefs and why focussing on this area is important.
Unit 3
Consumer laws/legal requirements and adhering to them to increase credibility.
Unit 4
Phone complaints – how to handle difficult customers.
Unit 5
Reflecting on current practice and making changes – looking at what you do now, critiquing it and improving it.
Unit 6
Monitoring – how to monitor your correspondence and the effects on customers.
Unit 7
Getting feedback – looking at how you get feedback from customers and building your reputation.
Unit 8
Exceeding expectations, how to do it easily even when handling complaints.