An income protection provider had developed a Customer Feedback procedure that needed to be communicated to all staff. They also wanted to use the opportunity to help staff turn customer complaints into business opportunities, regaining unhappy customer’s trust, and keeping them as customers.
- The Customer Feedback Procedure was launched with company-wide training, including soft skills training to influence and encourage a change in culture.
- The training provided staff with the skills necessary to deal with all types of customer feedback and turn them into a customer-focused organisation.
Feedback procedure is now in place and used by all staff.
Staff have increased confidence to manage complaints effectively and capture positive feedback.
For more information contact Deb Herbert or give us a ring on 0333 444 8522 to discuss any ways in which we can assist you.