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Customers are the lifeline of every business. Therefore, it is important for an organization to develop and maintain good customer service practices.

In a 2011 survey by American Express, researchers found that 78 percent of customers terminated a transaction or didn’t push through with an intended purchase because of a bad customer service experience.

In itself, a transaction lost is a customer lost. But, it can get even more expensive. According to fan experience expert, Ruby Newell-Legner, it takes 12 positive customer service experiences just to make up for a single, unresolved, negative customer service issue.

Making up for a poor customer service is just one thing—if you can still gain back the trust of a dismayed customer. The cost of acquiring new customers and generating leads are additional expenses you risk facing due to bad customer service.

Regardless of company size and industry, every business must strive to give their patrons and newly acquired customers a good customer service experience. This is why companies must invest in a good complaints management training.

Here are the industries with the most customer service complaints, as well as tips on how companies can manage such issues.

Steps in Managing Customers Complaints

The first thing you need to do is listen and listen well. In some cases, customer complaints can be resolved easily by listening to customers and understanding where they are coming from. The most important thing to remember at this point is not to get defensive.

The second step is to ask questions in a concerned manner. Keep in mind that the customers are most likely in a hostile mood and it won’t do well to take part in the conversation in a similar manner.

At this point, get as much information as you can to help you craft the best solution. Try to put yourself in the customers’ shoes and analyze the situation from their perspective.

The third step is to apologize for the poor experience and then offer a solution. It is important to apologize without blaming the customer even if it the issue is most likely their fault.

At the end of the day, this is where a good complaints management training comes into play. The ability to resolve issues quickly is one of the best ways to keep customers happy and loyal even when things go wrong.

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Sep 26 - Sep 27Complaints Management - Turning Complaints to ComplimentsManila, Philippines
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Jul 22 - Jul 23SMC - Scrum Master CertifiedManila, Philippines
Jul 23 - Jul 24DRP - Disaster Recovery PractitionerManila, Philippines
Jul 24 - Jul 25CQP - Certified Quality ProfessionalManila, Philippines
Jul 24 - Jul 25PRINCE2 FoundationManila, Philippines
Jul 25 - Jul 29Accelerated Six Sigma Green BeltManila, Philippines
Jul 25 - Jul 26Integrated Metrics Management (People, Process & Organization)Manila, Philippines
Jul 29 - Jul 30DevOps FoundationManila, Philippines
Aug 6 - Aug 9Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Aug 12 - Aug 14ITIL® 4 FoundationCebu City, Philippines
Aug 13 - Aug 14BCMP - Business Continuity Management PractitionerManila, Philippines
Aug 14 - Aug 16RE - Requirements EngineeringManila, Philippines
Aug 14 - Aug 16Certified IT Manager (CITM)® TrainingManila, Philippines
Aug 15 - Aug 16Intro to Project ManagementManila, Philippines
Aug 22 - Aug 23BIA - Business Intelligence and Analytics FoundationManila, Philippines
Aug 27 - Aug 28Enterprise Risk ManagementManila, Philippines
Aug 28 - Aug 30Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Aug 29 - Aug 30Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Aug 29 - Aug 30Agile SCRUM PractitionerManila, Philippines
Aug 29 - Aug 30ISMS (Information Security Management Systems) PractitionerManila, Philippines
Sep 2 - Sep 4Certified Data Center Facilities Operations Manager (CDFOM)® TrainingManila, Philippines
Sep 9 - Sep 10I2BA - Intro to Business AnalysisManila, Philippines
Sep 10 - Sep 12CQL - Certified Quality LeaderManila, Philippines
Sep 12 - Sep 13Data Story TellingManila, Philippines
Sep 16 - Sep 20CEH - Certified Ethical HackerManila, Philippines
Sep 17 - Sep 20Big Data Hadoop AdministratorManila, Philippines
Sep 18 - Sep 20SDA - Service Desk AnalystManila, Philippines
Sep 23 - Sep 24HR Business PartneringManila, Philippines
Sep 23 - Sep 24MS Power BIManila, Philippines
Sep 23 - Sep 24PSM I - Professional Scrum MasterManila, Philippines
Sep 24 - Sep 25CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
Sep 24 - Sep 25DevOps FoundationManila, Philippines
Sep 26 - Sep 27Complaints Management - Turning Complaints to ComplimentsManila, Philippines
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