Dealing with Customer Complaints

Only 4% of your customers who experience problems bother to complain. The rest just quietly take their business elsewhere.

The average company loses 50% of its customers every 5 years. If it could reduce this by only 5%, profits would double.

The effective handling of customer complaints can be a company’s very best opportunity to improve customer satisfaction and harness customer feedback as a strategic tool. This workshop or keynote speech will help the audience understand how dealing with complaints will help achieve success and build better, long-lasting customer relationships. Specific strategies for handling customer complaints will be discussed.

This presentation will be of interest to anyone whose responsibilities include customer contact.

Areas of focus include:

• Explore why customers quit doing business with you
• Manage your “moments of truth”
• Learn to view complaints as gifts
• Develop strategies to handle complaints
• Encourage customer complaints

To find out how you can arrange a Keynote Presentation, contact slichti@marketingmagic.ca 

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CHECK OUT THESE OTHER KEYNOTE TOPICS: 
Marketing - It's Everything You Do!
Do You have a Personal Brand?
The Power of Publicity
Creating a Customer Focused Service Culture
Think Like The Customer to Win 
Marketing — The Myths, The Might And The Magic 
You Can't Kick The Tires — Services Marketing Is Different

KEYNOTE FEEDBACK

Your presentation was right on the mark and easily understood by all levels of staff present. I only wish the weather would have cooperated and more staff could have benefited from what you had to say.
Heidi Ryan, District Vice-President, Scotiabank