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COMPLAINT MANAGEMENT
Treating complaints as gifts….
"When handling complaints deal with
the person first and the problem won’t last"
Do you regard complaints as an unpleasant waste of time? Do your
staff make customers feel like they have no right to complain? Today’s
customers are more demanding but well-managed complaints turn unhappy
customers into allies.
Many companies view complaint management departments as cost centres,
failing to recognise the real business benefits that a robust complaint
handling process offers. Complaint management is about more than
resolving problems, it is about listening to your customers’
needs, resolving their point of pain, root cause analysis, learning
from your mistakes and developing products/services that meet customers’
current and future needs.
An effective complaint management process will:
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Improve your reputation, credibility and brand
image |
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Improve customer satisfaction and loyalty (customer loyalty
equals improved profitability) |
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Improve staff satisfaction and retention |
“When customers complain, business
owners and managers ought to get excited about it. The complaining
customer represents a huge opportunity for more business”
(Zig Ziglar)
CONTACT:
Telephone: 0121 733 6672 | Fax: 07092 843729
Email: enquiries@dynamiccs.co.uk
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