When you’re a customer and want to make a complaint the last thing you want to hear is “I’ll have to go and get my manager…”
Not only is it frustrating for you as the customer, it’s demeaning for the employee and time consuming of the manager.
This week I’ve been training line managers, giving them the skills and confidence to coach their own teams in how to handle customer complaints, so they can trust their team to handle them effectively.
This means customers get any complaints handled swiftly, team members feel empowered, and managers are freed up to get on with other things.
You can watch here to discover the 4 key areas we covered.
So what’s the process in your business when a customer has a complaint? Do your team have the skills and confidence to deal with complaints, and do their line managers have the skills and confidence to train, coach, and support them?