Successfully Handling Customer's Complaints and Difficult Customers A complaint is FEEDBACK. Your Customer is letting you know they are unhappy, dissatisfied, upset—as they feel they have the right to do. There are a number of key factors that determine how successfully we handle complaints and difficult Customers. All of them are contained in this outstanding e.resource: - How to research, design and deliver a Complaints Management System—all you will ever need.
- Documenting, fixing and following through on every complaint—guidelines, procedures and quality templates.
- Sample correspondence templates for follow through—letter/email/telephone.
- A complete set of quality resource materials—handouts for your team, with great tips, ideas and guidelines for successful complaint management.
- A PowerPoint presentation to deliver to your team: Successful Telephone Complaints Management.
- Only $17.50 (including gst in Australia).
Download:the order form Written by Kevin Cahalane, Sales & Service Momentum About Kevin Cahalane (Principal and founder of Sales & Service Momentum)Kevin has been involved in the fields of sales, service, management, retail, training and marketing, for 30 years. As an executive he has worked for companies such as IBM, and Melbourne's The Age newspaper. As a highly successful and well respected trainer he has conducted workshops, courses, seminars and programs for over 15,000 people involved in field sales, customer service, telephone sales, sales management training and marketing. He works closely with key decisionmakers in areas of planning, business development and strategy implementation. He has documented proof of adding millions of dollars to clients' bottom-line results. His articles have been published in over 30 newspapers and speciality magazines. He has published training programs and manuals, which are used by companies in industries such as publishing, manufacturing and distribution, service, finance, retail, hospitality, automotive, technology and more. Kevin commenced his training and development career in 1980 and has gained an outstanding reputation due to dynamic presentation style, involvement of participants, a high personal level of motivation, profound knowledge of his subject matter and a sense of humour. His ideas are practical, effective, profitable and can be implemented immediately for outstanding RESULTS. Kevin is an accredited Training and Skills Development Professional as well as a recognised keynote speaker who has presented around Australia, in New Zealand and the United States of America. |
Kevin Cahalane