Workshop on ‘Customer Complaint to Customer Loyalty’

Introduction

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 any one 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 a 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. There fore 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 good bye 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.

Objectives

1. To sensitize participants about the importance of loyal customers for business and the implications of customer complaints
2. To develop in participants a truly positive attitude towards customer complaints
3. To sharpen their understanding of Benchmarks of Quality Customer Service
4. To strengthen their skill to retain customer loyalty and Knowledge of the ‘Why’ of customer complaints
5. To equip participants with tools of ‘How’ to deal with customer complaints in person (face to face), over the phone, through emails & letters

Topics

1. Business savvy attitude towards customer complaints
2. Importance of loyal customers for profitability
3. Benchmarks of Quality Customer Service
4. Understanding ‘Why’ & ‘How’ of dealing with customers complaints
5. Responding to customer complaints
a. in Person (Face to Face)
b. Over the Phone
c. Writing – Emails
6. Golden Rules for Processing Complaints – 8 Steps
7. Winning back a lost complaining customer – uncovering customer’s real reasons or leaving, creating win back communication plans to regain customers trust

Key Takeaways

1. You will view every customer complaint like a birthday gift and feel grateful to this feedback.
2. By resolving customers issues with empathy, commitment and follow up you strengthen relationship leading to referrals and increased business
3. Your aim is to help the customer in a quick & efficient manner providing clear solution
4. Customer complaint is an opportunity to show your commitment to resolve the issue and build loyalty

Training Methodology

Active, retention-oriented training methods like Role Play, Case Study, Discussion, Simulation and Games will be used.

Speaker Profile

Dr. Lata Shetty is the founder of Mainstream HRD Training Centre. She has conducted more than 70,000 batches in more than 150 companies and organizations with 25 years of experience. Her qualification is B.Sc., M.S.W, and Ph D from Tata Institute of Social Science, Certified NLP Practitioner. Dr. Lata Shetty is a Resource person at the Bombay Chamber of Commerce and Industry since the last 20 years. She is a regular faculty at several training centers of financial institutions like SPBT and BSE. She was a Columnist in Lok Satta – Lok mudra on HRD topics for 2 years; a Faculty at Orchid a Finishing School; faculty at Tata Institute of Social Science, visiting faculty at Somaiya Institute of Management. Worked as Head of Welfare Department in Godrej & Boyce for 4 years.
Training Style and Employee Level covered:

She has worked with immense success because of her Innovative, Energetic, Engaging style of training. Dr. Shetty has covered all levels of employees ranging from senior managers, middle management, Professionals like Chartered Accountants (ICAI in Bandra Kurla Complex, Mumbai), Medical Doctors in Corporate hospitals and such others.

Contact Details :

Ms. Shruti Rathod
Email : shruti.rathod@bombaychamber.com
Tel : 61200268