Join Dave Crenshaw for an in-depth discussion in this video Resolving customer complaints, part of Thinking Like a Leader (2013).
All customer complaints are opportunities, but they aren't all the same.…Depending on the type of complaint, and who it's coming from, your response…may need to change.…I'm going to give you a simple system that you can use for three different types…of customer complaints;…green, yellow, and red.…This is not designed to replace your company's system for handling complaints,…but instead, be a helpful resource.…Green complaints come from happy customers.…They like working with you, but they're giving you an idea or suggestion.…
Yellow complaints are from people who are upset or unhappy about their…experience with your company.…The majority of the complaints that you receive are going to be in the yellow category.…Red complaints are from people who are downright hostile, angry or threatening.…Each type of customer complaint should be resolved differently and I'm going to…give you some suggestions about ways that you can handle each of them.…Let's start with the green complaint.…When you get an idea or suggestion from a friendly customer, I recommend your…
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.
Lynda.com is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
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- Understanding what makes your company money
- Discovering market trends
- Understanding your competition
- Knowing your customers and how to better serve them
Skill Level Appropriate for all
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.