Effective ways to measure and manage complaints and turn them into profit
Featured in the Complaint handling for positive outcomes training manual
By Nina Lockwood
Category: Customer Service
Credit price: 3 download credits (Single user)
Complaints are the clearest message we can receive from our customers in relation to what they think of our product and service, and yet how many organisations still fail to use this information productively? Customers regularly provide us with feedback via telephone calls, letters and personal visits. How much of this information actually makes it to the right ears? Do the marketing people understand the impact of their latest campaign? Does the Finance Department know that sending invoices at the beginning of the month is inconvenient for the majority of customers? This training activity focuses on the key information required, what analysis needs to take place and the benefits of prevention rather than cure.
You begin the training activity by identifying what sources of complaint data are available and how to turn this data into meaningful information via the recording process. The participants then consider different methods of analysis and identify potential areas in which to measure the effectiveness of any action taken. For the next exercise, participants work in syndicate groups to consider problem prevention and continuous improvement which are key components in complaint measurement. Finally, participants discover how to turn a complaint into a positive situation by encouraging continued loyalty from the customer.
Who is it for: This training resource is intended for use by trainers to introduce participants to the key stages in the process of measuring and analysing various sources of complaint data, looking at both problem prevention and continuous improvement.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 01:55:00 |
| No of Pages: | 12 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers with all members of staff, both managerial and customer facing. It is appropriate for line managers to attend with their reportees so that the messages are consistent in relation to what processes are to be used and how they will work together to make it happen back at the workplace.
Download the training activity, Effective ways to measure and manage complaints and turn them into profit as featured in the Fenman training manual; Complaint handling for positive outcomes