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Product ID: 398967EAU
 
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Creating a Service System That's Ready When Unexpected Problems Arise

OnDemand Webinar (60 minutes)

Improve the customer experience with a proactive approach.

Learn how effective complaint handling gives your organization the edge. Most service systems are in a fire-fighting mode, handling problems after they occur. Preventing and preparing for large surges of contacts is crucial in the service world. The customer experience (CE) has become a top goal for most executives and complaints are one indicator of how an organization is doing. This topic, based on 40 years of research on service and complaint handling, will help you understand the key aspects of an effective, best practice complaint handling system. Further, it will guide you on using complaints as part of a broader, voice of the customer process that really gets things fixed by creating an economic imperative for action. Finally, it will show how the director of service or complaint handling can position themselves to support or actually take over the role of chief customer officer.

Authors

John Goodman, Customer Care Measurement & Consulting LLC

Agenda

Unexpected Causes of:

• Customer Dissatisfaction

• Customer Behavior and Expectations

Key Functions of a Best-Practice Complaint System

Preventing Escalations

Social and Mobile Service

Compelling Business Case

• Complaint Handling

- Checklist

• Revenue

• Word-Of-Mouth

• Risk Impacts

Technologies

• Preventing Complaints

• Decreasing Workload

• Actionable Measurements