Complaints Handling

Our client commissioned a series of workshops for its customer service staff following a review of its quarterly customer complaints.

The idea behind the workshops was to explore issues from a range of perspectives including the customer, team member and organisation. The interactive sessions examined through role play the impact and experience that a poor handling of a complaint could have upon a customer.


Outcome

  • Staff reported feeling more empowered and greater sense of resilience.
2017-11-29T10:32:27+00:00 Case Studies, Customer Experience|

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