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The Importance of Complaints Curriculum Training 17 Discuss in full group.
Your Notes Make sure the delegates agree that the principal results will be: 1. They won’t come back again 2. They’ll tell others about the poor service, and they won’t come to you either. 3. They disrupt the dealership and upset other customers.
2.5 Review of the Session In this session we have examined the importance of complaints, why they happen and the
AC2 – SESSION REVIEW
Split the delegates into pairs and ask them to think about the three most important Ask them to write the points down in the table below and be prepared to present If pairs come up with the same points, get them to add to the previous pairs’ Your Notes
End by asking delegates to turn to Session 6 and add any learning points to their |