Reduce Customer Complaints

Most progressive organisations measure the amount of complaints they receive. Less customer complaints often reflects an increase in customer satisfaction levels. This program is designed to help organisations reduce customer complaints. Participants will also discover the best way to communicate achievements of this performance indicator.

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    Key learning outcomes

    Your Reduce Customer Complaints program will give participants the skills to:

    • Embed a culture that welcomes complaints.
    • Explore the value proposition in complaint case studies.
    • Critique complaint handling models.
    • Construct a service recovery model for perceived service level failures.
    • Be aware of the 80/20 complaints rule.
    • Communicate better with different cultures.
    • Identify the role of the complainant eg enabler, end user, influencer.
    • Communicate better with different generations, different personalities and different generations.
    • Reposition the complaint as an opportunity.
    • Identify the tell-tale signs when the complaint will be escalated to higher authority.
    • Display empathy with complainants.
    • Practice active listening and questioning styles.
    • Create a problem solving experience for the customer.
    • Build levels of trust in the relationship.
    • Anticipate responses and influence better outcomes.
    • Build feedback loops to continuously improve service levels.
    • Use debriefing techniques to maintain composure.

    Course Description

    Here are 7 reasons to welcome complaints as an opportunity rather than an annoyance:

    • Most customers vote with their feet and don’t even give you the chance to fix a perceived value imbalance so be thankful they are still a customer.
    • Measuring and reducing complaints as a performance indicator is often easier than measuring “increased customer service levels”.
    • In marketing, there is a term known as the “bugger principle” Every time someone says “bugger” there is a business opportunity.
    • Complaints are free and customer satisfaction surveys are not.
    • Complaints will give you broader user perspectives. Often people are too close to their products and services and need to break free from myopic perspectives.
    • Research has proven that if you conduct a successful service recovery you will increase customer loyalty levels.
    • Resolving complaints involves dialogue with customers. Dialogue generates new ideas and increases customer engagement levels.

    “A customer who complains is my best friend.” –Leonard, Stew

    Would you like to attend this program?

    For maximum effectiveness, this program is best conducted as an in-house program.

    Ideal group size: 4 – 12 participants.

    Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.

    Duration: This program can be adapted to meet your requirements.

    Cost: Price on request.

    Target Audience: Employees, Supervisors, Team Leaders, Senior Managers or CEO’s.

    If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: or contact us online today.

    cta course

    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Reduce Customer Complaints is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Reduce Customer Complaints and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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