From time to time service failures occur, its how your staff and business deals with customer complaints that makes all the difference. Learn how to embrace a complaints as an opportunity culture. A concept the Service Recovery Paradox identifies that if a complaint is handled well the customer can be more satisfied than if nothing had gone wrong! This webinar will enable you to set up a simple yet effective process for handling customer complaints such as act fast. Satisfied customers drive repeat business, customer loyalty and positive word of mouth promotion.

Learning Objectives:
1. Understand what service recovery and the Service Recovery Paradox is
2. Understand the Customer Complaint Iceberg
3. Learn about 10 service recovery tactics

Learning Outcomes:
1. Develop and implement an effective service recovery process for your business
2. Minimise negative social media reviews from dissatisfied customers
3. Drive repeat business, customer loyalty, and positive word of mouth promotion

About your presenter – Ann Sutton
Ann managed her family owned retail store comprising a supermarket, newsagency and giftware for 18 years in Coolah near the Liverpool Plains. She was elected retail representative on the IGA NSW/ACT State Board, where she held the role of chairman, and also chairman of the Culture Governance and Compliance Committee. She also sat on the IGA National Board.

This Business Connect event is funded by the NSW Government.

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