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Live Webinar

60-minute live streaming program
  • December 13
  • 1:00 - 2:00 pm EST

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OnDemand Webinar
Audio & Reference Manual

Using Customer Complaints to Improve Service Quality

December 13

Gain valuable, real-world 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 company's 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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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

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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More Program Information

Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

Live Webinar Registration

  • IAAP 1.0
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.0 recertification point(s).
     

Audio & Reference Manual

No credit available.

Who should attend?

This live 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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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Drew Stevens, Ph.D.

Drew Stevens, Ph.D.

Stevens Consulting Group

  • CEO of Stevens Consulting Group
  • One of those very rare sales management and business development experts with not only 33 years of true sales experience but advanced degrees in sales productivity - not many can make such a claim
  • Wrote the successful sales process books - Split Second Selling and Selling the Norm as well as 9 other books
  • The creator of the Sales Leadership Certificate, one of only 64 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called 'Sales Acceleration'
  • Works with organizations and individuals that struggle and transforms them into wealthy professionals
  • Leading international keynote speaker and is often requested by the media
  • With more than 800 articles in sales and selling, 45 audios and more than three decades of sales experience, he has the answers to help your sales career trajectory
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More Program Information

Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 400725
Published 2016, 2017
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