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Provided by: JED New Media inc. Resolving Customer ComplaintsCustomer Service |
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Training
Provided by JED New Media inc.
It is imperative to minimize the damage dissatisfied customers can cause to your bottom line and reputation of your business. Identify different types of customer complaints and learn to ensure optimal customer satisfaction by effectively handling and resolving these issues.
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Resolving Customer Complaints
www.jedlet.com - tel: 514.289.1800 - fax: 514.289.1919 - e-mail: info@jedlet.com
| Summary |
| Title: | Resolving Customer Complaints |
| ISBN: | 1-894922-66-2 |
| Screens: | 23 |
Synopsis
It is imperative to minimize the damage dissatisfied customers can cause to your bottom line and reputation of your business. Identify different types of customer complaints and learn to ensure optimal customer satisfaction by effectively handling and resolving these issues.
Objectives
- Examine complaints from your customers’ points of view
- Accurately gage your customers’ expectations in order to make better decisions
- Deal proactively with customer complaints
Outline
- Introduction
- Overview
- Objectives
- Why Resolve Your Customers' Complaints?
- The Importance of Resolution
- Types of Customer Complaints in a Retail Setting
- Product and Service Related Complaints
- Product Related Complaints
- Service Related Complaints
- How Customers Complain
- Your Customer’s Perceived Expectations
- Looking Through Your Customer’s Eyes
- Keeping Your Store’s Goals in Mind
- Developing a Customer Service Strategy
- Developing a Customer Service Policy
- Checkpoint I
- Detecting Customer Complaints
- Methods of Complaint
- Resolving the Complaint
- Timing
- Effective Listening
- Asking the Right Questions
- Coming Up With the Right Solution
- Possible Product Related Solutions
- Possible Service Related Solutions
- Do and Don’t
- Follow Up: Build Lasting Customer Relationships
- Final Checkpoint
© 2008 J.E.D. NEW MEDIA INC.
500 Berri, Montreal, QC, Canada, H2Y 3T2www.jedlet.com - tel: 514.289.1800 - fax: 514.289.1919 - e-mail: info@jedlet.com
About The Training Provider: JED New Media inc.
JED New Media inc. - JED New Media is home to the JEDlet(R) providing innovative E-help for instructors and students and continual learners.
JEDlets are e-teaching tools built for busy instructors who need straightforward and practical information to enhance skills and competencies in a wide variety of subject areas. Designed for adult learners (16 years ), JEDlets are interactive, entertaining and informative...
