August 4, 2022
Every customer complaint gives us an opportunity to make him a loyal customer. The more customers complain, have their problems resolved, and feel positive about the resolution experience, the stronger is the chance to repurchase & recommend. Seventy percent of complaints are caused by faulty communication. In any typical business only 4% of dissatisfied customers ‘make a noise’ and the company gets to know about it. The other 96% quietly go away. And 91% of the dissatisfied customers will never come back. This represents a serious financial loss.
The most dissatisfied customer is our best teacher. We get to learn from him about our lacunae, areas to improve. The complaining customer gives us another chance to satisfy him and to retain that customer. Rarely does anyone appreciate customer complaints. Even if you say verbally ‘your complaints are welcome’ your body language indicates your annoyance, irritation which the customer can easily note. This will send the wrong message about your company.
Even in the finest run businesses, problems, mistakes, or even bad luck can cause customers to be dissatisfied with your products or service. Therefore managing ‘customer complaints’ is of utmost importance.
A complaining customer will tell 8 to 10 people about his problem. Seven out of ten complaining customers will do business with you if you resolve the complaint in their favour. If you resolve it on the spot, 95% will do business with you again.
We should be sensitive to different ways customers say goodbye and determine if the customer is worth winning back then recapture these lost customers. Recapturing such lost customers and keeping them loyal to the company makes business sense.
Active, retention oriented training methods will be used
Business Leaders, all levels of executives from functional areas of management – finance, marketing & sales, corporate communication & PR , production, quality and IT. Corporate, NGO and Government officers can also attend.
Photocopies of exercises and course material for the participants (will be provided by us in soft form)
Dr. Lata Shetty Director, Mainstream Training Centre
Dr. Shetty, is the Director, Mainstream Training Centre, which offers Soft Skills Training Programs in a variety of settings. Qualifications: B.Sc., M.S.W., Ph.D., a gold medalist.
|Members||Rs. 3,500 + 18% GST|
|Non-Members||Rs. 4,000 + 18% GST|
|Bank Details for NEFT|
|Bank Name||State Bank of India|
|Branch Address||Mumbai Main Branch|
Cheque /Demand Draft should be drawn in favor of “BOMBAY CHAMBER OF COMMERCE AND INDUSTRY”
Email : email@example.com
Tel – 61200250, 9820202236
Venue Name - The Ruby, 4th Floor NW 29, Senapati Bapat Marg (Tulsi Pipe Road), Dadar (W), Mumbai – 400 028
Event Fees Type - Paid Event
Event or Seminar - workshop