What you will learn
Recognise that complaints are a common factor across all businesses, and effective management is crucial for customer retention.
Understand that addressing complaints not only helps retain customers but also enhances their overall experience and loyalty.
Master the AURA framework (Acknowledge, Understand, Respond, Act) for a systematic approach to resolving complaints with empathy and respect.
Identify strategies for transforming complaints into opportunities for customer engagement and advocacy.
5 lesson covers:
Why Good Complaint Handling is Important to the Business
Complaints are a common factor for all businesses, and customers will always demand good value and effective service. Effective complaint management is crucial for customer retention, as satisfied customers are vital for a thriving organisation; failing to address their needs can lead to losing them to competitors.
Handle Complaints Effectively and Consistently Using the AURA Approach
Master the AURA framework (Acknowledge, Understand, Respond, Act) to effectively resolve complaints by promptly acknowledging customer feelings with empathy. Develop active listening and reflective questioning techniques to uncover root causes, and create tailored responses that address immediate issues and underlying needs and enhancing customer satisfaction.
Handle Hostile Complaints Calmly and Professionally
Discover advanced de-escalation tactics for managing high-stress situations using calming verbal and non-verbal cues. Explore the psychology behind customer anger to improve your responses, and practice role-playing scenarios to build confidence in maintaining professionalism while handling difficult customers.
Turn Around Customer Complaints and Dissatisfaction
Identify strategies to transform complaints into opportunities for engagement and advocacy, implement effective follow-up processes to ensure customer satisfaction, apply surprise and delight tactics to make customers feel valued, and analyse the long-term impact of effective complaint resolution on loyalty and positive word-of-mouth marketing.
Fostering a Culture of Continuous Improvement
Develop systems to integrate customer feedback into business processes, viewing complaints as growth opportunities. Cultivate a team culture that empowers employees to take ownership of complaint resolution, implement ongoing training for continuous learning, and encourage knowledge sharing across departments to enhance overall complaint resolution effectiveness.
