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.