Why is it important to respond effectively to negative feedback and complaints?
Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship.
Sometimes, customers may be unhappy when they perceive that a policy puts them at a disadvantage. Or the customer may be asking you to make an exception to a policy, which is beyond your authority to do.
In other situations, there may have been an actual service lapse or product flaw which has made the customer complain.
Customers are increasingly turning to social media to communicate with brands and organisations. The low-cost, convenient and public nature of social media platforms make them a convenient way for customers to register their concerns or displeasures. It also results in good or bad news being spread very quickly, and people are observing how you respond.
What do you gain from this one-day workshop?
In this practical workshop, you will learn a writing approach that is fair and balanced. It shows you how to empathise with the customer, and it also gives you a chance to explain your position clearly and tactfully.
You will learn to use words and phrases skillfully to convey your message in a positive way to build and maintain relationship.