Complaints, service recovery and continuous improvement
Featured in the Complaint handling for positive outcomes training manual
By Nina Lockwood
Category: Customer Service
Credit price: 3 download credits (Single user)
Research tells us that, in the main, customers speak out about problems that are important to them and about which they think they can have some impact. Unfortunately, this does not reflect the opinion of many service providers, who are quoted as describing complaining customers as ‘moaners’, ‘whiners’ and ‘devious’, to name but a few of the insults! This training activity focuses on the benefits of complaints in relation to the ability of the organisation to put things right, and to increase customer loyalty into the bargain.
You begin by asking the participants to identify what is meant by the terms ‘complaint’, ‘service recovery’ and ‘continuous improvement’, and go on to describe the actions and behaviours that are appropriate at each stage. You give a brief explanation of the Service Profit Chain, which emphasises the huge impact of employee behaviour on how the customer views the organisation, and discuss how this ultimately reflects on the ‘bottom line’.
Who is it for: This training resource is intended for use by trainers to encourage participants to consider the impact of their behaviour on how the customers view the organisation, and therefore, how they personally have an impact on the overall business performance in the future.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 01:40:00 |
| No of Pages: | 15 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers with all members of staff, particularly those with customer-facing responsibilities. It enables experienced members of staff to review their personal performance and share their experiences, and more recently appointed staff to understand the huge impact their behaviour can have on the perception of the customer.
Download the training activity, Complaints, service recovery and continuous improvement as featured in the Fenman training manual; Complaint handling for positive outcomes