Did you know that it costs at least five times as much to gain a new customer as it does to keep an existing one? Customer complaints are inevitable, no matter how good your staff operate, or how good your internal systems are – there is always someone ready to complain because customer’s expectations have increased in line with customer complaints.
A recent study by The Institute of Customer Service shows that:
Customer satisfaction for the Tourism sector has fallen slightly, but it remains above the UK average.
The Institute also found the tourism sector received a UK Customer Satisfaction Index score of 80.3 out of 100 in the latest index, which was released in July 2018.
Weaknesses included handling of complaints, speed of resolving complaints, ease of getting through over the phone and complaint outcome.
In the UK, complaining has almost reached epidemic levels and if businesses want to retain a competitive edge, they must be able to handle customer complaints effectively. People who complain generally give a business the opportunity to respond to their initial complaint. A complaint that is acted upon quickly, empathetically and professionally invariably prevents the complainant from sharing their bad experience on social media platforms for all the world to see. In most cases a customer who complains simply wants to be ‘listened to’. By handling a complaint well, it can often convert a negative customer into a loyal one. So, by getting it right, you retain a customer, instead of losing them.
If you ever get the chance, have a read of Janelle Barlow’s book, A Complaint is a Gift. This is a business book about customer service and the importance of getting feedback, especially negative feedback, from customers.
At Purple Cloud, our course Welcome Host Gold will teach you the importance of dealing with every complaint like it’s a gift. Just as we thank someone who gives us a birthday present, we should thank someone who brings us a complaint. They have given us something valuable, something useful, something that can help make our business stronger and more profitable. By ignoring them or not handling the complaint effectively you are telling your customer, you don’t like their gift and don’t value their custom. Our course will help you change your mindset in dealing with customer complaints and give you all the tools you will need to deal with customer complaints efficiently, professionally and empathetically.
Course content will include
- How to be proactive and deal with a potential problem or complaints as quickly as possible
- How to develop a mindset that demonstrates an attitude of accountability and a measured response
- Don’t just fix the problem. In the process, work to restore confidence. Prove that the customer made the right decision to do business with you.
Excellent complaint handling isn’t easy; it can be stressful and feel unrewarding. If you want to learn how to take the stress out of dealing with complaints and convert unhappy customers into happy customers, then this course is not to be missed. Sign up today and learn how to handle customer complaints confidently. For further information on course dates or to find out about booking an in-house course email Helen.