This course teaches the communication skills required to effectively respond to customer complaints and at the same time, preserve a good customer business relationship.
Business owners often underestimate the importance of effectively dealing with the first contact a customer makes concerning their dissatisfaction for a product or service.
How this initial part of the process is handled can set the stage for how arduous or easy the rest of the process will be.
This course is about the first response to a customer’s complaint and not about solving the problem.
Many employees on the front-line of a business do not have the authority to resolve a complaint but need the skills to initially take the details of the grievance and satisfy the customer that someone has listened to them.
They also need the skills to deal with a variety of customers from various backgrounds. The goal is to try and maintain a good customer relationship during the complaint receiving process.
So why is it important to effectively deal with complaints?
Well, firstly to maintain a good business relationship with the customer so they will continue to deal with your business.
It is harder to get new customers than it is to retain the current ones.
And secondly if a customer is dissatisfied with the product or service, they will not pay, particularly if the sale is on a credit account.
So, if the business has a lot of complaints which are not resolved, and customers are not paying.
The risk is, it will affect the cash flow of the business, and possibly its reputation, and consequently the business could fail.
But overall, it is good business practice to keep your customers satisfied with your service.