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.
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Why Lorman?
Over 35 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 35 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 35 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.
Stevens Performance Group
- Works with individuals and organizations that grapple with finances and transform them into wealthy professionals with the liquidity and lifestyle they desire to live with profound longevity in order to create a legacy
- Has worked on Wall Street since 1985, helping portfolio managers, traders, brokers, and other investment professionals
- His experience has enabled him to work with commercial and investment bankers, private equity, and venture capital, as well as to conduct several mergers & acquisitions
- Has produced over $11 billion in revenue for organizations while always delivering to others
- Contributed 14 books and over 4,500 articles and internet articles to stimulate others to increase their knowledge and awareness of the financial markets
- Registered insurance professional and working actively towards his investment advisory certification
- Well-known international keynote speaker and seminar producer
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Why Lorman?
Over 35 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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