Complaint management is an essential component of customer service and business success. Complaints are generally seen as negative and do cause stress for frontline personnel. Let’s change that.
Complaint management behavior issues are often overlooked in the complaint management process, the interactive exchange between you and the consumer.
Your behavior is at the root of all consumer complaint behavior and determines the ultimate satisfaction or dissatisfaction of the consumer. Learn techniques of how to control your behavior and as a result, reduce the heat in most situations.