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Using Customer Complaints to Improve Service Quality

Gain valuable, real-world tips on how to use customer complaints as a learning tool to provide better customer service.

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, over 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. Customer service retains customers and extracts more value from them. By providing exceptional customer service, businesses recoup customer acquisition costs, elevate brand value and cultivate a community that refers others customers. Customer service saves almost 80% in marketing and creates a better internal culture. Yet, from time to time, events occur and business can use bad customer feedback. This topic describes how to control costs, retain more customers and enhance your company's brand.

62 minutes
Course Exam
Certificate of Completion
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Why Lorman?

Over 37 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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Why Lorman?

Over 37 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 Course

This course was last revised on June 9, 2020.

Call 1-866-352-9540 for further credit information.

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Why Lorman?

Over 37 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 Performance Group

  • International financial educator for individuals seeking to optimize and understand retirement
  • Works with individuals that grapple with finances and transforms them into wealthy professionals with the liquidity and lifestyle they desire to live with profound longevity to create a legacy
  • History on Wall Street, gaining a vast knowledge of financial markets and 37 years of experience enabling him to create a holistic plan for every individual, helping to maximize income and mitigate risk while never running out of retirement money
  • Well-known international keynote speaker, workshop provider, and media host
  • Author of 14 books (his latest, Understanding Social Security) and over 5,500 articles to stimulate others to increase their knowledge and awareness of the financial markets
  • Holds licenses in seven states enacting as a fiduciary for his clients
  • NSSA certified
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More Program Information

Why Lorman?

Over 37 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.

All of your training, right here at Lorman

All of your training, right here at Lorman.

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Product ID: 407706
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