Workshop on How to Win Back Unhappy Customers

Introduction

When a customer is unhappy with our product /service, they are actually opportunities to know the customer, to empathize and reconnect. That is, we come to know his legitimate needs or challenges and after resolving his issues we have a strong possibility to win him back and even make him our loyal customer.

In many cases when our customer is unhappy with our product or service or after a sale actually we need to go back to them and find out the reasons for losing that sale, that customer. Quite often the reason may not be the cost factor as is assumed generally. Sometimes when you make a ‘one on one’ contact or a personal visit to the customer it is possible to retrieve a lost customer by addressing his challenges.

There have been occasions when only with a phone call to the customer to enquire about his well-being and to know why there has been no contact is enough to retrieve the lost customer. The reason may seem insignificant like not keeping the customer informed about delay in delivery, somebody down the line in the company spoke to him/ her rudely & such others.

Therefore, when you are close to the customer, you go the extra mile to find out why he stopped doing business with us and you resolve his issues the chances are he will be your happy customer.

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 a wrong message about your company. Remember the truth is that such customers often have the potential to be high value customers.

Even in the finest run businesses, problems, mistakes, or even bad luck can cause customers to be dissatisfied with your products or service. Therefore winning back unhappy customers is of utmost importance.
An unhappy customer will tell 8 to 10 people about his problem. Seven out of ten unhappy customers will do business with you if you resolve the complaint in their favour. If you resolve it on the spot, 95% will transact 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 unhappy lost customers.
Recapturing such unhappy lost customers and keeping them loyal to the company makes business sense.

When we put in so much effort to regain a lost customer we realize the critical importance of being close to the customer at all times, following excellent customer service at all times. The customer may be internal or external. This must be followed by all employees.

Objectives

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

Topics

1. Business savvy attitude towards unhappy customer
2. What makes customers unhappy?
3. Importance of winning unhappy customers for profitability
4. Understanding ‘Why’ & ‘How’ of dealing with unhappy customers
5. Winning back a lost customer – uncovering customer’s real reasons for leaving, creating win back communication plans to regain customers trust
6. Benchmarks of Quality Customer Service
7. Responding to unhappy customer in
   (i) Person (Face to Face)
   (ii) Over the Phone
   (iii) Writing – Emails & Letter
8. Ways to build excellent Relationship with Customers

Training Methodology

Active, retention-oriented training methods like Role Play, 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 centres 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