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Online Training – Handling Customer Complaints – Friday, 11th June, 2021

“96% of customers will continue to do business with an organisation if their complaint is resolved”

In a perfect world there would be no complaints, unfortunately some customers will complain, that is a fact. In most cases, when a customer complains it means that the service delivery has not met with their expectation.

Maybe they have been kept on hold for a while or been passed from department to department having to explain the reason for their call more than once. Perhaps their product is out of stock, delivery time is much longer than expected or there is an unexpected price increase. There could be a multitude of reasons why people complain. It really matters how the complaint is dealt with as this determines how the customer feels about their experience and the business as a whole.

And when a customer is dissatisfied they can become more critical about other areas or interactions with that business.

The majority of people don’t complain without good reason. Every situation needs to be fully explored so that successful service recovery can be implemented and managed.

Join Cumbria Chamber of Commerce alongside Justine Douglas of CTS on Friday, 11th June.

This 60 minute workshop focuses on the following:

  • Customer Expectations: How are expectations formed?
  • Why customers complain?
  • The CLEAR approach: Handling difficult situations
  • Identifying ways to reduce customer complaints
  • Maintaining the ongoing relationship with your customer

This is the third of 3 sessions covering Essentials of Customer Management.
Session 1 – Understanding & Managing Customer Emotion -28th May 2021
Session 2 – Customer Service Essentials: Service that drives customer loyalty -4th June 2021

The cost for all 3 sessions £90+VAT for Chamber members, or £145+VAT for non-members. To book all 3 sessions, please book here.

Each individual session is £35 + VAT for Chamber members, or £55 + VAT for non-members. To book this specific session, please book here.

To book a place you will be directed to our third party event booking site. The information you provide remains the property of Cumbria Chamber of Commerce and will not be used by the third party in any manner.

Any cancellations must be received at least three working days before the event. Otherwise you’ll be charged for non-attendance.

If you have any questions regarding the training, please contact Catherynn Dunstan at catherynn@cumbriachamber.co.uk.

Chamber Business Solutions is also able to deliver bespoke and in-house training – with our highly experienced team of trainers and subject matter experts we are committed to assisting you get the business results you need to achieve. For information on how we can help, please email catherynn@cumbriachamber.co.uk.

© Cumbria Chamber of Commerce
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