There is no better example of an organization's commitment to customer service than the way it resolves customer service issues. Many organizations display signs, mission statements and slogans stating the importance of the customer. Such displays may impress and perhaps reassure the customer momentarily, but there is probably no better example of the organization’s commitment to customer service ideals and values than how customers are treated after they have been disappointed.
Effective complaint management refers to that extra effort that customers expect from you in the event that things go wrong for them. That's what keeps your “at risk” customers. In the long run, this is a way to stand out from the competition.
There will always be problems. The difference lies in what you do to keep errors to a minimum and how you manage them when they occur.
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« Vraiment une formation extraordinaire, et habituellement, je suis très critique! Tout le personnel devrait suivre cette formation, il y aurait un gain d’efficacité! »
Ville de Québec
« C’est avec un grand professionnalisme que l’entreprise a offert une formation attrayante et de qualité à nos employés. Nous sommes particulièrement satisfaits des résultats obtenus grâce à cette intervention et il nous fera plaisir de retravailler avec Solutions & Co. dans l’avenir. »
Xavier Aymé, Chef des opérations | Mercator Canada Inc.
