Enhancing Complaint Handling Operations to Measurably Reduce Cost, Dissatisfaction and Employee Frustration
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Why does the call center spend most of its time responding to individual customers rather than asking "why are we getting all of these calls?"
In reality most customer dissatisfaction is due to broken products and processes. Did you know that 30 percent of all customer contacts are preventable? John Goodman knows this and wants to help you close your customer feedback loop.
Goodman, Vice Chairman of Tarp, has been studying complaint handling since 1971 when he co-founded the company with fellow Harvard grads. Goodman has led over 800 separate customer service studies.
In this webcast Goodman addresses the critical latest results-proven techniques on how to enhance complaint handling operations to measurably reduce cost, dissatisfaction and employee frustration.
Goodman knows what customers want. Customers interacting with the call center want a call center representative who takes ownership and offers an apology and a clear explanation as to why the problem occurred. A clear, believable explanation coming from the call center is critical aspect of complaint handling. The problem with most call center representatives is they can articulate the policy, but not the reasoning behind the policy, aka "the why."
In this webcast you will learn the secrets behind why your company’s market research department is not interested in incorporating the call center’s complaint data into market research surveys. Goodman addresses flexible solutions that are different than anything you’ve heard before including giving reps a fixed dollar amount to use on complaining customers. Finally you will learn how to quantify word of mouth and how to get the CMO/CFO to pay attention to the potential impact of complaint handling.
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In reality most customer dissatisfaction is due to broken products and processes. Did you know that 30 percent of all customer contacts are preventable? John Goodman knows this and wants to help you close your customer feedback loop.
Goodman, Vice Chairman of Tarp, has been studying complaint handling since 1971 when he co-founded the company with fellow Harvard grads. Goodman has led over 800 separate customer service studies.
In this webcast Goodman addresses the critical latest results-proven techniques on how to enhance complaint handling operations to measurably reduce cost, dissatisfaction and employee frustration.
Goodman knows what customers want. Customers interacting with the call center want a call center representative who takes ownership and offers an apology and a clear explanation as to why the problem occurred. A clear, believable explanation coming from the call center is critical aspect of complaint handling. The problem with most call center representatives is they can articulate the policy, but not the reasoning behind the policy, aka "the why."
In this webcast you will learn the secrets behind why your company’s market research department is not interested in incorporating the call center’s complaint data into market research surveys. Goodman addresses flexible solutions that are different than anything you’ve heard before including giving reps a fixed dollar amount to use on complaining customers. Finally you will learn how to quantify word of mouth and how to get the CMO/CFO to pay attention to the potential impact of complaint handling.
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Tags:
customer complaints
contact center
TARP
operations
customer feedback
data
reducing cost
strategy
call center
marketing
customer satisfaction
customer
John Goodman
customer contact
customer service
