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 34 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 34 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 34 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 Consulting Group
- President of Stevens Consulting Group
- 33 years of true sales experience and advanced degrees in sales productivity
- Over 30 years of investment banking, private equity and merger, and acquisition experience
- Author of the successful sales process books, Split Second Selling and Selling the Norm, and Split Second Customer Service; as well as 14 other books
- Creator of the Sales Leadership Certificate, one of only 64 programs in the United States offering an accredited degree in the profession of selling
- Has a top-ranked podcast - 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
- Over 3,500 business articles and 45 audios, and over three decades of revenue experience
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Why Lorman?
Over 34 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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