Show navigation

Available in:

OnDemand Webinar
Audio & Reference Manual

Using Customer Complaints to Improve Service Quality

No news is not good news and many standard service practices do more damage than good.The customer experience (CE) has become a top goal for most executives and complaints are one indicator of how an organization is doing. However, there are many prevalent myths about both complaint handling and service that lead to wasted resources as well as customer and staff frustration. This topic, based on 40 years of research on service and complaint handling, will help you understand the key aspects of an effective, best practice complaint handling system. Further, it will guide you on using complaints as part of a broader voice of the customer process that really gets things fixed by creating an economic imperative for action. Finally, it will show how the director of service or complaint handling can position themselves to support or actually take over the role of chief customer officer. You will be able to justify investment in an aggressive service system that solicits and solves complaints on first contact; gain support from six other departments by showing the benefit of complaint handling to their department; raise the status of your function, repositioning it as the word of mouth management function; and identify opportunities to be part of, or even lead, the customer experience and chief customer officer function.


Runtime: 60 minutes

John Goodman is the vice chairman at Customer Care Measurement & Consulting. John is an authoritative consultant in the field of customer-driven quality, having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector. John provided a brief overview of his upcoming live webinar, Using Customer Complaints to Make Service Proactive and Profitable. You can watch the video below:

Purchase Options

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.

Agenda

Causes of Customer Dissatisfaction and Customer Behavior and Expectations (For Both Consumer and B2B Customers) Just Released Results of CCMC's 2015 National Rage Study

Key Functions of a Best-Practice Complaint System How Retail Processes Differ From Phone and Online Systems

Place Social Media and Mobile Service Within the Context of Complaint Handling and Customer Service

Create a Business Case for Complaint Handling Including Revenue, Word of Mouth and Risk Impacts

How Ten Technologies Can Proactively Prevent Complaints and Service Workload

Create More Actionable Measurements of Complaint and Service Satisfaction

Checklist for Evaluating Your Complaint Handling Process

Eight Key Factors Leading to an Effective Voice of the Customer Process

Standard Myths for Service and Complaint Handling and Why They Are Wrong

Ten Standard Service Actions That Inadvertently Fuel Customer Rage and Dissatisfaction

Purchase Options

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.

Audio & Reference Manual

No credit available.

Purchase Options

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.

Faculty

John Goodman

John Goodman

Customer Care Measurement & Consulting LLC

  • Vice chairman, Customer Care Measurement & Consulting LLC
  • A customer experience researcher, innovator and entrepreneur
  • Previously with TARP US, as co-founder, president and vice chairman
  • Directed the 1970's breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, he is one of the original trailblazers of the customer experience industry
  • His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center
  • Authoritative consultant in the field of customer-driven quality, having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector
  • John's first book, Strategic Customer Service, presents a proven, practical approach for leveraging the profitability of better customer relationships; his second book, Customer Experience 3.0, shows how ten types of technology including CRM, social media, gamification, online communities, video, speech analytics and chat can make customer experience proactive, preventive and engaging and how to gain CFO support for it
  • M.B.A. degree, Harvard University Business School; B.S. degree in chemical engineering, Carnegie Mellon
Purchase Options

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.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

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

Sign Up Today
With This Course

Access to all training products for one year
$699/year

Unlimited Lorman Training

With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!

Easy Registrations

Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.

Invest in Yourself

You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.

Product ID: 399054
Published 2016
Purchase Options

Available in Multiple Formats

Purchase this course and learn on your schedule!