Research indicates that 68% of customers are being turned away by the indifferent attitude of employees. That means they believe the organisation does not care about them or their business.
With the number of customers who could be leaving your business and never helping you to improve your service, you should be welcoming complainers. They’re doing you a favour, bestowing upon you a priceless gift. Rather than just defecting, they want to continue doing business with you and are taking the time to tell you where you could improve. It’s invaluable feedback and if you don’t listen to them, they’ll find someone who does.
In this new age of rampant social media, negative reviews are spreading like viruses at the click of a mouse, rapidly eroding trust and ruining reputations. Because complaints on the internet are public knowledge, organisations need to be increasingly sensitive and savvy around how they handle complaints. They need to understand the devastating power of word of mouth when customers remain dissatisfied, because with the viral nature of the internet, one person can tell a million others.
Successful organisations welcome complaints, seeing each one as a priceless gift with invaluable feedback for continuous improvement. They stay ahead of the game by teaching their people how to managing challenging customers and convert them to raving fans.
Congratulations on arriving here. You understand the importance of effectively managing challenging customers. You know your success demands everyone understand the importance of complaints and how to recognise dissatisfaction even before a complaint has been received. Don’t leave this crucial area of your marketing to chance! Edge will shape your team to bring out the very best.
Build Great Relationships Quick!
Enrich relationships and boost potential by discovering why you click with some people and others drive you crazy. Learn how to adapt your communication style to others and effectively manage complaints.
Convert Complainers into Raving Fans
Understand the value of customer complaints and how to convert them into trusting and loyal relationships, and word of mouth referrals.
Managing Customer Conflict and De-escalation Skills
De-escalation skills are crucial in managing conflict effectively, minimising potential harm, and maintaining positive relationships with your customers.
Ava recently presented a workshop for our organisation in Dealing with Difficult Customers. The training was well attended by our staff who commented that Ava presented in a very professional, engaging manner. They all felt they walked away with new skills and took suggested ideas back into the workplace. I would definitely recommend Ava for any future workshops”.
Vicky Small, Customer Service Manager, Shire of Augusta Margaret River.
Ava Lucanus from Edge Communication has been engaged by our firm to conduct communication workshops on numerous occasions within the last three years. As a successful and local IT business, Leap Consulting has found her wealth of knowledge and training invaluable. Her professional manner and proven techniques have enabled our staff to not only manage all types of callers but provide confidence when dealing with customers. Her highly skilled qualifications help to deliver information in an interesting, relevant and easy to understand manner. She has a very likeable and trustworthy nature and her interactional workshop ideas have been implemented within our organisation with great success. I look forward to continuing working with Ava, and have no hesitation in recommending her valuable services”.
Zaun Bhana, Managing Director, Leap Consulting