Complaints: Five Tactics For Handing Complaints Effectively

The On-Line Preview may take a few seconds to load.

Available in subtitled French.

Very few organizations get everything right on every occasion. When things go wrong, sometimes it’s no-one’s fault. Accidents do happen and they occur without warning. However, the problem is that customers, the most important people to any organization, can be affected, and sometimes very badly.

It has been estimated that every dissatisfied customer shares their bad experience with at least another seven people. Knowing how to handle a customer complaint is a key skill for all customer service and managerial staff.

Whether dealing with a complaint concerning the quality of a service or product, a well-handled complaint can often achieve a great deal for your business.

Presented by Richard Wilson, who famously starred as Victor Meldrew in the BBC sitcom One Foot in the Grave, this new program highlights a five-step approach that staff can take to handle dissatisfied customers and resolve complaints professionally:
Listen; Sympathize with the customer; Ask the right questions; Agree on a course of action and confirm that it is carried out.

The program shows frontline employees dealing with complaints badly in several different scenarios, including face-to-face in a retail store, an airport customer service desk, and an internet provider over the telephone. Following the coaching points are given, you will feel confident that your employees will be able to manage and resolve any complaints they receive, effectively and to your customers’ satisfaction.