Elena Mitsibona
Elena Mitsibona

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"Strategic Complaint Management" Workshop by Sarah Cook in Athens

Published in Customer Experience Blog En

With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones.

During the "Strategic Complaint Management " Workshop ( organised by Secret Key in Athens, February 7) Sarah Cook , the International Customer Care Specialist and Author of the "Complaint Management Excellence" (Kogan Page) will provide practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation.

In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organisation all need to be aligned with, and respect customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement.

With case studies and examples from companies as diverse as Sears, Virgin, Giffgaff, Tesla, Fedex, Natwest Bank ..

Sarah Cook will explain what customers are really looking for when they make a compliant, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers .

Sarah will also share successful tactics and methodologies in progressive escalation of complaints and will highlight the effectiveness of conflict handling and emotional intelligence diagnostic tools for the service teams.

For further information and registrations you can contact Secret Key : This email address is being protected from spambots. You need JavaScript enabled to view it. (2106096921)

You can also visit the following link http://www.epixeiro.gr/article/73154


Tips for Dealing with Customer Complaints

Published in Customer Experience Blog En

Tips for Dealing with Customer Complaints

From my point of view good customer service is directly interrelated with the way  a company chooses to deal with customer complaints . Regardless of the high  service levels  you may offer , the methods you choose to solve problems and deal with complaints will act as a real indicator in the pursuit of service excellence .

Useful tips may help  you handle customer complaints :

    • Proactively manage complaints . Monitor the real service levels compared with customer expectations . When service level falls below the established standards , then assume that complaints will follow. Place a process for your reps to cohesively follow and build service recovery mechanisms for your answers ( e.g. gift vouchers, special discounts, extended periods of service etc..)
    • Have into mind that what mainly annoys customers during a complaint resolution process is : length of time it takes to solve their issue, lack of information ( when the rep doesn’t know what to answer), different answers given by different reps
    • Capture the data. Ensure you have an open process, an easy and accessible way for your customers to complaint in various channels and touchpoints . Invite your customers to complaint via a straightforward mechanism. Thank them for their feedback and make them feel that their effort is appreciated.
  • The information you receive from a complaint must be acted upon with speed , empathy and honesty


  • Ensure your people in the service roles are empowered to answer and solve issues with speed and specific actions . A complainers will always need an answer
  • Listen effectively . Give your full attention and actively take in what you hear, interpret it and be able to act on it . Make a conscious effort to understand how the speaker is feeling
  • Show that you are listening. Express you have received the message , clarify if needed or probe for extra information. Paraphrase what the customer has said to show you are focused on your conversation
  • Ask good questions to demonstrate you are interested not only in what has happened but also in thinking about possible solutions
  • Be flexible and natural. Of course there are mistakes . We all make them everywhere, but overall mistakes represent a small percentage of things that go wrong . Guiding questions keep customers focused on specifics .
  • Apologize for the inconvenience has been caused to the client but avoid taking the blame without having done any investigation
  • Use positive language and focus on what “you can do” for the customer
  • Show you care , use empathy statements and align your tone of voice in a soft and warm pace

Dealing effectively with customers’ complaints takes work . Training your people in these skills helps them feel confident , empowered and able to make a difference . The good news is that the better people get at listening & handling complaints the more effective they will  be at communicating effectively with everyone in their daily lives.

It’s a set of skills that really rewards .

For more info you can contact This email address is being protected from spambots. You need JavaScript enabled to view it.