Complaint handling

From time to time service failures occur, it's how your staff and business deals with customer complaints that make all the difference. Learn how to embrace a complaint as an opportunity culture. A concept the service recovery paradox identifies that if a complaint is handled well, the customer can be more satisfied than if nothing had gone wrong!

Topics covered:

• understand what is service recovery and the service recovery paradox
• understand the customer complaint iceberg
• learn about 10 service recovery tactics.

After the webinar, you will be able to:

• develop and implement an effective service recovery process for your business
• minimise negative social media reviews from dissatisfied customers
• drive repeat business, customer loyalty, and positive word of mouth promotion.