Dealing with complaints or resistance
The service sector and the process of providing services to customers is inevitably associated with expectations.
As a service organisation and a professional service engineer, it is important to meet customer expectations. If that isn’t possible, for whatever reason, the logical step is to manage expectations beforehand. If that step is skipped or left unfinished, the customer may end up filing a complaint. How do you handle that?
Dealing with complaints and/or resistance is a recurring topic, addressed in detail and practised intensively in various training programmes offered by Service College. As a provider of sustained professional service behaviour, we consider this a high-priority topic. After all, dealing with complaints effectively is one of our most powerful tools for achieving a loyal customer relationship.
We not only ensure that participants in our programmes gain a fresh understanding and awareness of the importance of proper complaints handling, but also teach them what they need to know and help them practice the relevant skills.
The e-learning module ‘Dealing with complaints’ provides practical and theoretical support in the process of learning and integrating the required knowledge and skills into daily Service Behaviour.
Would you like to know more?
We would be happy to tell you more. Call us on +31 418 84 48 30 or e-mail us:
