|
|
The Importance of Complaints Curriculum Training 13 The previous slide shows the importance of treating the customer well, even when quality is A customer complaint is the perfect opportunity for your business to actually increase It is also the situation in which customer service is frequently found to be lacking. The otherwise excellent skills of service people can often fail them in these situations. stress: – as a result of the problem – because they are forced to complain about it. Explain the following and gain agreement about the effect on the customer. As you go through the notes ask delegates to give any examples from their own Service breakdowns and failures do inevitably occur.
Customers will sometimes be frustrated by our failure to deliver our promises or their
They dislike complaining – it makes them uncomfortable and gives them stress – and they
They understand we are not perfect, but they demand that we put things right.
They will therefore judge our methods for dealing with their complaints.
|