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10/18 Lunchbox Learning Class: The Zen of Customer Complaint Resolution

customer-service-recovery-graphDo you dread the next outrageous or review? Does your front desk team freeze like deer in the headlights when a customer complains? Does the phrase “she wants to talk to a manager” strike fear in your heart?

You’re right to be nervous. Unhappy customers share their experience with three times as many friends and family members as your happiest advocate. have amplified this effect dramatically.

“fails” are a fact of life for everyone in business, regardless of how hard you try. (Even the founder of Neiman Marcus has said, “The road to success is paved with mistakes well-handled.”) Learning how to “recover” from these events is more crucial than ever, regardless of whether you’re a coffee shop or a law practice.
     There’s a major upside to handling a complaint effectively. Your customers will actually be happier than if they’d had an “uneventful” experience with your company (see diagram!) Authentic “” is not about improving online reviews, but giving actual, excellent customer service.
     Service recovery is a teachable skill. The first crucial element is a company-wide commitment to delighting customers.  Then all employees, regardless of position, need specific coaching in complaint-resolution skills.
     Your business must also define what, exactly, is in an employee’s “relationship repair” toolbox. (Can a restaurant server “comp” a meal? Is a manager’s approval necessary to issue a credit or refund for unsatisfactory service?) Making it easy to provide “recompense” or “amends” is essential to empowering employees to give world-class service. The words “I have to check with my manager” will further enrage an already-angry customer.
     Our fun, fast Lunchbox Learning class provides specific strategies and tactics that will ensure loyal, happy customers after a misstep.
     We’ll discuss how to turn around tense situations, how to remain calm and effective during a confrontation, how to identify complaints before they happen, and how to resolve a complaint with confidence. Attendees will find out how to turn potential “haters” into raving fans of your business.

We’ll cover:

  • The shocking power of negative word of mouth, on and offline
  • When to disregard negative feedback
  • Handling complaints in person, on the phone, and online
  • The anatomy of a complaint
  • Your most valuable client: the complainer
  • Different complaining “styles” and how to respond effectively to each
  • Radioactive words and phrases you must never use when resolving a complaint
  • Why and when problem-solving backfires, and what to do about it
  • A simple trick that will enable you to listen rather than panic
  • Recompense: how to make them happy without giving away the store
  • Abusive vs. Angry customers and what to do about them

The Zen of Customer Complaint Resolution

12-1 p.m. (BYO Lunch!)

Adams Hub for , 111 W. Proctor St. Carson City.

 Space is limited for this session, so please RSVP to grow@adamshub.com.