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A Complaint is a Gift: Using Customer Feedback as a Strategic Tool (12 minutes)

In this delightful animated programme A Complaint is a Gift we meet Complaint and join him on his journey through the Land of Catchy Slogans the Land of Big Promises and the Land of Lofty Visions as he seeks to be heard acknowledged and have his issues resolved.

On his journey Complaint finds that his needs are not satisfied until he finally reaches the Land of Complaints.

Hidden within customer complaints are valuable insights that can help shift products service style and market focus to achieve greater profits and lasting success. The way your organisation handles customer complaints is of vital importance to the perception of your organisation’s quality. Using humor and wit this animated parable illustrates how customer complaints can be gifts in disguise but only if your personnel are ready to accept them.

This entertaining and educational video comes complete with Leader’s Guide and the “Complaint is a Gift Profile” to assess your organisation’s customer accountability.

Key Learning Points
  • Don’t avoid complaints…
  • A complaint is an opportunity to make things right and build customer loyalty
  • To turn a complaint into a gift you need to listen take notes and apologise

Join Complaint on his journey and learn how to handle complaints more effectively and develop good relationships with your customers.



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Cutting Edge Communication Series

Global Workforce Innovator Laura Goodrich, internationally recognized in change and the future of work has helped hundreds of organizations drive positive change with her book and film, Seeing Red Cars. Creating a Mindset for Change with Seeing Red Cars has Laura coaching you through the strategies you need to create an environment of positive change, both personally and professionally.

Creating a Mindset for Change is a self-contained process that spaces the learning over time. You start your learning by accessing a mindtrigger, a bite-sized lesson that is either a video, audio or written lesson that can be completed in 3 to 8 minutes. After you complete the lesson you are prompted to answer a self-reflection question to make the content personal to your work and life. The online coaching is designed to first lead you through the methodology and next to provide you with the needed tools for real change.

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