Successful organizations know that the only way to win customer loyalty and ensure customer satisfaction is to differentiate their products and services by treating the customer and their complaints as if they are the ONLY priority.
In this delightful animated program based on the best-selling book A Complaint is a Gift: Using Customer Feedback as a Strategic Tool by Janelle Barlow and Claus Møller, we meet a provocative little fellow named "Complaint". We join him on his desperate journey to find a home. He is seeking a place where he is heard and finds "resolution".
As Complaint journeys through the Land of Catchy Slogans, the Land of Big Promises and the Land of Lofty Vision, his needs are not satisfied until he finally reaches the Land of Complaints. The purpose of viewing this program is to generate a dialogue on the importance and value of customer complaints. Viewers will have the opportunity to:
- Understand how effective management of customer complaints builds customer loyalty.
- Build productive relationships with customers based on their complaints.
- Take criticism from customers and use it as a tool to improve quality.
- Provide better service for both "internal" and "external" customers.
Hidden within customer complaints are valuable insights that can help us shift the products we offer, our service style and our market focus as we seek to achieve greater profits and lasting success. The way our organization handles customer complaints is of vital importance to their perception of our organization. Using humor and wit, this animated parable illustrates how customer complaints can be gifts in disguise.
This program includes a copy of the book A COMPLAINT IS A GIFT: USING CUSTOMER FEEDBACK AS A STRATEGIC TOOL and a Leader's Guide and Participant Workbook. Contact your account representative for more information.
