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Thinking Like a Leader
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Understanding customer complaints


From:

Thinking Like a Leader

with Dave Crenshaw

Video: Understanding customer complaints

In nearly every role in a company, there are opportunities to have contact with customers, even if you don't work in customer service. To help you understand customer complaints, consider this example. Picture yourself in an unfamiliar city. You're driving down the road trying to find an address you're looking for. Suddenly, off to the side, you see someone waving their hands and yelling, you're going the wrong way! This is a one-way street! Now, imagine how silly it would be if you yelled to that person, leave me alone, I know what I'm doing! You wouldn't do that, of course, you'd be appreciative, maybe a bit embarrassed, and you'd correct the situation as quickly as you could.

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Thinking Like a Leader
52m 18s Appropriate for all Feb 08, 2012 Updated Jan 03, 2013

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Join author and business coach Dave Crenshaw as he shows you the company, market, and customer focus that strategic leaders employ to make business decisions and anticipate new trends. This course shows you how to make crucial and insightful connections between your company's needs and future and those of the market you operate in and the customers you serve.

Discover how you can identify trends, gather and address customer feedback, and proactively deliver what your company needs for competitive advantage.

This course is one of a series of five Dave Crenshaw courses based on his Invaluable teaching methodology for professional development.

Topics include:
  • Understanding what makes your company money
  • Discovering market trends
  • Understanding your competition
  • Knowing your customers and how to better serve them
Subjects:
Business Business Skills Career Development Freelancing Leadership Management
Author:
Dave Crenshaw

Understanding customer complaints

In nearly every role in a company, there are opportunities to have contact with customers, even if you don't work in customer service. To help you understand customer complaints, consider this example. Picture yourself in an unfamiliar city. You're driving down the road trying to find an address you're looking for. Suddenly, off to the side, you see someone waving their hands and yelling, you're going the wrong way! This is a one-way street! Now, imagine how silly it would be if you yelled to that person, leave me alone, I know what I'm doing! You wouldn't do that, of course, you'd be appreciative, maybe a bit embarrassed, and you'd correct the situation as quickly as you could.

All too often, however, when a customer complains our first reaction isn't saying thank you and making a quick correction, but instead we say, leave me alone, I know what I'm doing. We tend to view customer complaints as annoyances, when in fact, these complaints are wonderful opportunities. They are opportunities for us to learn, for the company to improve, and to correct our course and get back on the right track. In the next video, I'm going to give you a simple system that you can use to resolve and learn from these complaints.

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Q: This course was updated on 01/03/2012. What changed?
A: This course was retitled, streamlined, and refined throughout, resulting in a slightly shorter runtime. We also added new graphics and a new welcome movie. 
 
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