How to Better Manage Customer Complaints

Better Manage Customer Complaints

Better Manage Customer Complaints to Improve Customer Loyalty
Did you know that the majority of customers (some report up to 95%) who receive timely satisfaction after lodging a complaint will come back to purchase again? These are customers you want to recapture…not only because they are future buyers but also because you don’t want them spreading any word of dissatisfaction.

Dissatisfied Customers Hurt Business
Research has shown that a typical dissatisfied customer will tell eight to ten people about his problem.  One in five will tell twenty. It takes twelve positive service incidents to make up for one negative incident.

How to Better Manage Customer Complaints
Managing customer complaints then becomes a critical part of your customer care training programs and culture. Do you even have a process for handling different complaints? If not, design one. If so, be sure that it encompasses the following:

1. Clarity
A clearly articulated procedure for complaints that your customer service reps can follow and explain to customers.

2. Monitoring
Regular evaluation and revision of the process to see that no complaints are being ignored or mishandled.

3. Speed
Quick customer problem resolution.

4. Follow-up
After-the-fact check-ins to ensure that the customer has been satisfied and the complaint resolved

5. Reward and Recognition
Reinforced appreciation for customer care team members when they successfully turn an unhappy customer into a loyal one

The Bottom Line
Prompt, courteous attention to complaining customers can transform them into returning and dedicated customers.

To learn more about how to better manage customer complaints to improve customer loyalty, download Moving Customers from Loyalists to Advocates

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Blackhawk Network

We contacted LSA to help us with customized management development. LSA worked with me to identify a solution that would meet our exact needs. We decided to start at the top and ran the program for our executive team. It was such a great success that we hope to roll it out companywide. We look forward to a long-term partnership with LSA Global and their team of experts.

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We consider LSA Global our outsourced learning and development partner. We worked closely with LSA to customize a management development program to meet our growing business needs. I would highly recommend LSA to any company wanting to deliver quality learning solutions.

Terri Wright-Scheer
Vice President Human Resources

The Managing Virtual Teams program was extremely valuable. Your consultant/ facilitator’s fundamental knowledge of Synopsys as a company provided an incredible base to build upon while tackling the complications of managing and working with globally distributed teams. My team walked away walked away with highly useful practices and tools. It was an excellent use of our time.

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Our company engaged LSA to do a specialized “train the trainer” program, and the consultant’s performance outdid our exceptionally high standards for such a program. Very crucial to the success of this program was the work done upfront to discuss our needs and to interview key members of our organization so that the program specifically met our goals. Our facilitators continue to comment on the success of the program. Thanks also for the follow-up.

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What a personal and professional pleasure it has been to Partner with LSA. They are truly a strategic partner with Wyse. For more than 5 years, LSA has been engaged in delivering various training and development solutions for Wyse, from custom on-site programs targeting specific core competencies, to working individually with clients to build job skills, and offering invaluable services to me and my team as we continue to build our learning programs. LSA’s representatives do more than sell a product, they offer a full service solution: they understand our business, our strategic initiatives, and the needs of our customers.

Jeff Rangel
Director of HR

LSA helped us design and deliver a blended learning solution for our leaders to help drive our growth plans in a way that aligned with our specific culture and values. LSA understood our business, had deep expertise in the content areas, tailored the programs to fit our specific needs, and delivered great results. They constantly strive to deliver business impact and align their solutions with our business initiates, culture, and performance management systems. I highly recommend them to anyone looking to take their leaders to the next level.”

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Thoratec

Hyperion has a commitment to lifelong learning. LSA helps us provide the right business sales training, management training programs, and leadership development programs at the right time to meet the needs of both individuals and departments. I especially appreciate their ability to listen to my needs and recommend the appropriate facilitators, solutions and content.

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Hyperion

The LSA Global team was very receptive and flexible to our needs every step of the way. Their staff and facilitator demonstrated attention to detail, responsiveness, and professional courtesy. The participants were thrilled with the outcome and rated the communication skills workshop and the facilitator as ‘Excellent’. I’d highly recommend working with the LSA Global team to meet your professional development needs.

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FRDP Leader

Intuit

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