Join Dave Crenshaw for an in-depth discussion in this video Understanding customer complaints, part of Thinking Like a Leader (2013).
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…
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 Intermediate
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.