Coaching in Complaint Handling
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.
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?