Transforming Customer Complaints to Opportunities

This three-hour Live Online workshop provides useful strategies and guidelines for successfully resolving customer complaints. Using the Recovery Formula can help turn a complaint into an opportunity to create a loyal customer. Cross and up-selling opportunities can result from a well-handled complaint. Finally, examining the root causes of your common complaints can help you find ways to reduce or eliminate them. By effectively resolving complaints, you can reduce stress, build relationships, and improve customer loyalty and retention.

What You Will Learn

• Use a consistent process to resolve and recover from complaints
• Transform complaints into additional sales and service opportunities
• Deal with emotional and logical aspects of complaints
• Analyze the root causes of complaints to identify opportunities for strengthening customer relationships
• Apply methods to manage emotions and reduce stress when resolving complaints

Target Audience

Anyone looking to improve/develop/learn new skills surrounding successfully resolving customer complaints

Instructor

Catherine Brinkman, Dale Carnegie