Overview
Complaints are the customer’s vehicle to sharing with the organisation how their experience has been and how they are feeling about being customers to the organisation. Unfortunately, mostly complaints get brushed under the carpet or addressed in such a way that leaves all concerned wanting for better.
A Complaint is a Gift is a breakthrough concept on service recovery, customer loyalty and effective complaint handling. The concept has ‘8 Golden Rules’ of complaint handling that help make complaint handling a powerful customer-focused tool.
When companies build ACIAG as a part of their DNA, they find it easier to retain and regain customers’ trust, in fact even impact their bottom-line results.
Key Benefits
- Clarity on linkage between managing complaining customers and customer satisfaction
- Increased ownership of the customer
- Improved ability to handle all types of customers
- Upskilling people on how to handle criticism as well as criticising customers
- Customers experience calm and composed service representatives
- Bottom line results can be achieved due to customer loyalty and referrals
- Managers of People
- Managers of Managers
- Managers of Business
- Customer Experience Executives
Who is it relevant for?
Possible Outcomes
- Increased ownership of the customer
- Improved ability to handle all types of customers
- Improved service recovery
- Improved customer satisfaction scores
- Improved bottom-line results
Key Outcomes
- Accelerated Skill Application: Leaders quickly apply new skills gained from real-world scenarios, self-tests, and actionable content. This drives immediate performance improvement across leadership levels.
- Consistent Leadership Development: Equip leaders across all levels with a cohesive learning experience, ensuring a consistent approach to leadership globally. This fosters a unified leadership style throughout the organization.
- Agility in Leadership: With regularly updated content, leaders stay ahead of changes and develop agility in decision-making, enabling them to adapt to new challenges swiftly and effectively.
- Scalable Learning Solutions: Whether in a large organization or an SME, these learning tools scale effortlessly, supporting leadership development at all stages of growth. Measurable
- Performance Improvements: Leverage built-in management tools and dashboards to track progress, assess learning outcomes, and ensure leadership training translates into measurable business results.
Find out more about developing the skills for yourself, your team and your organisation