2013-09-06 10:59:34 - A new specialised training course turns your customers into brand advocates and keeps them spending - even after problems.
Workplace mediation and internal communications company Decisive Mediation have launched a new training package that supports businesses in improving their handling of customer complaints. The one day course, ‘Successfully Handling Customer Complaints’ has been created to help businesses retain customers, even after problems have occurred.
The training course supports recent research* into consumer behaviour, examining how consumers feel following a negative experience with a company. The study showed that a good recovery, using specific techniques, can turn angry and frustrated customers into loyal customers. Most significantly this resulted in more loyalty than if there had been no actual incident to complain about in the first place.
This is because a correctly handled complaint enhances the trust the consumer places in that company,
and removes perceived risk from future purchases. If it is handled badly the customer is obviously unlikely to make a repeat order – thus a complaint handled well can mean you create a brand advocate for life, and a complaint handled poorly means the end of a profitable relationship.
Managing Director and principal mediator of Decisive Mediation James Cull said “As a mediation service we are often called to mediate between different suppliers, businesses and customers in disputes. We noticed similar negative issues were often present in most customer complaints – irrespective of sector, size, and value of product or service.
“We have also noticed an increase over the last two years of dissatisfied consumers using social media to announce their problems to large and impressionable audiences. A complaint that used to have a small audience can now be spread across the net in hours, increasing the potential for long-term brand damage. Thus we wanted to help our clients quickly and efficiently resolve complaints at source.
“We found helping our clients apply specific techniques resulted in much greater numbers of retained customers. And clearly repeat business is essential in these difficult financial times with competitors fighting for increased market share.”
To support businesses of all sizes in their drive for excellence, Decisive Mediation now deliver a comprehensive one day training package. Designed for use by business owners, managers, supervisors and front-line staff, it empowers delegates with the key skills they need to quickly and successfully resolve complaints. Topics include:
+ Lifting the lid on the psychology of a complaint – what’s actually going on under the surface.
+ Using specialist consumer behaviour techniques to your advantage.
+ Successfully dealing with difficult, challenging or unreasonable customers.
+ Positive emotion and impression creation.
+ Enhancing perception of brand value amongst dissatisfied customers.
The training package culminates in a valuable and straight forward seven step model of complaint handling excellence. This equips attendees with a tried and tested model they can quickly apply to turn unhappy customers into brand advocates. Decisive Mediation have designed this training course and seven step model so it can be tailored to each individual client, or used to improve existing complaints procedures.
For more information visit www.decisivemediation.com or call now for a confidential conversation on 0800 998 7100 or 0121 688 0909. Alternatively you can email for further details at email@example.com
* Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions in the international Journal of Service Research, by Prof Vaerenbergh et al, Aug 2012.