Statistically only 4% of dissatisfied customers ever complain. As business owners and managers you may think that because you haven’t heard any complaints lately, things must be going well. Not true. A business may never hear from 96% of its customers and of those customers 91% just go away because they feel that complaining will not do them any good.
As business owners and managers, you should welcome complaints! Not saying that you want things to go wrong, but knowing that sometimes they will, you want your customers to tell you that there has been a problem so that you will have the opportunity to correct it.
It takes a well trained staff to know how to deal with difficult situations. If a customer complains, you don’t want your staff to become defensive and escalate the situation. Properly handling a difficult situation ensures that the customer is listened to and the situation is resolved. Customers need to know that they are valued by your business. When they feel valued, they usually turn into long term customers.
Research suggests that there is a connection between customer retention and profitability. Long term customers tend to buy more, are predictable, usually cost less to service than new customers and also tend to be less price sensitive. It costs five to six times more to attract new customers than to keep old ones. Additionally, customer loyalty and the lifetime value of a customer can be worth up to 10 times as much as the price of a single purchase.
Handling Difficult Situations is one of MTEC’s most popular sessions and we are offering it as one of our complimentary sessions on Thursday, September 29th.
If you would like more information on this workshop or other staff or management workshops offered at MTEC, visit www.mtec.mb.ca or call Luanne Christensen, Training Services Coordinator, at 1-800-820-6832 or (204) 957-7437 or by email at [email protected]
Established in 1989, MTEC has worked with thousands of tourism professionals from throughout the province to provide training or resources to support their business and training/human resource goals. We ensure our training and certification programs are practical, relevant and cost-effective.
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