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
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