11 March 2009, Allson Hotel

Introduction

Complaints give us an opportunity to explain our rationale for our actions, apologise for mistakes, or make amends to repair the relationship. Although, sometimes we may think that customers are creating extra work or problems for us when they complain, however, we should realize that a customer who complains still cares. A customer who doesn't complain may have given up and moved on to our competitor.

This one-day workshop will show you an approach to responding to customer complaints or negative feedback in a way that builds and maintains customer relations.