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Workshop on How to Win back Unhappy Customers

The Young Bombay Forum of the Bombay Chamber organized an insightful workshop titled How to Win Back Unhappy Customers on October 23, 2024. Shruti Rathod from the Bombay Chamber welcomed the speaker and attendees, providing an introduction to the Bombay Chamber’s history and achievements, including milestones reached by the Young Bombay Forum. Nineteen delegates from various organizations participated in the event.

Dr. Lata Shetty, founder of Mainstream HRD Training Centre, served as the speaker for the workshop. Dr. Shetty is a distinguished professional, known for her expertise in HRD and customer relations. She previously authored a column for Lok Satta – Lok Mudra, and has served as a faculty member at Orchid Finishing School, Tata Institute of Social Sciences, and as visiting faculty at Somaiya Institute of Management.

The workshop opened with Dr. Shetty engaging participants to understand their specific challenges and expectations related to handling unhappy customers.

Workshop Objectives:
The session aimed to:

• • Sensitize participants to the importance of retaining unhappy customers and understanding the business implications of customer dissatisfaction.
  • Develop a positive attitude towards customer service, especially when handling grievances.
  • Enhance understanding of quality customer service benchmarks and sharpen participants’ skills for retaining customer loyalty.
  • Equip participants with strategies to address unhappy customers through various communication channels—face-to-face, over the phone, and in written communications.

Key Topics Covered:
Dr. Shetty addressed several important topics, including:

• Building a business-savvy approach towards unhappy customers.
• Analyzing common reasons for customer dissatisfaction.
• The financial and reputational benefits of regaining dissatisfied customers.
• Effective techniques for uncovering underlying reasons behind customer complaints.
• Developing communication plans aimed at winning back lost customers and rebuilding trust.
• Practical benchmarks for delivering high-quality customer service.
• Tailoring responses to unhappy customers based on the mode of communication (in-person, phone, email, or letter).
• Establishing long-lasting, positive relationships with customers.

Throughout the workshop, Dr. Shetty shared real-life case studies and interactive activities, allowing delegates to discuss specific challenges and receive practical, actionable feedback. The workshop’s highly interactive format received excellent feedback from participants, who appreciated the valuable insights and tools provided to improve their customer service practices.