News
Managing Customer Complaints
Thu 26th Nov 2009
We all from time to time receive complaints from customers, but do we know how to manage them? Failure to manage them effectively can have a detrimental effect on your business.
The benefits of managing complaints effectively:
Reduced customer attrition and upset naturally reduces litigation and legal problems, from customers or fair trading laws. Retaining customers also enables the whole organisation to focus more on proactive opportunities (growth, innovation, development, etc) rather than reactive fire-fighting, crisis management, failure analysis, and the negative high pressures to win replacement business.Having a culture of delighting and retaining customers fuels positive publicity and reputation in the media, and increasingly on the web in blogs and forums, etc.
6 Steps for Managing Complaints
Screening and logging Gather the factsKeeping the customer informedFinding a solutionRespondingFollowing Up
If you would like to learn more about achieving excellent Customer Service, call 0845 301 7442 or email enquiries@amarisk.co.uk