Let’s get straight to the point. Bad customer service equals bad company reputation. Bad company reputation equals bad sales. Bad sales equals low profit. Should I go on?
It’s as simple as that. Every unanswered complaint is a missed opportunity to make customers happy, keep them loyal, and improve your company.
I’ve been working in the complaints management and customer service industry for 14 years. Through this time I’ve helped companies like InvoCare, Wesley Mission, Patties Foods, STA Travel, Kraft, Cadbury, Hertz, Thrifty Car Rental, NRMA and many others.
I want to give you 30 minutes of my time to tap into my pool of knowledge to see how you can improve your own complaints handling processes.
What’s the catch? There is no catch. I want to see your company make real changes for the better by helping you discover the size of your opportunity and sharing both short term strategies that you can start implementing right away, as well as long term ones that you can carry with you.
My approach is 100% customized to your needs. This is why it’s very important that I learn as much as I can about your company before the assessment. It’s also important that you do some reading to understand what I do, how I do it, and why it’s beneficial for you.
During the session we will focus the current situation of your company’s:
Complaints Reception Channels
Feedback / Complaint Management Model
Social Media monitoring and response
Quality and Continuous Improvement
Communication with Suppliers and Partners
We’ll then give you advice on the different ways you can improve all of the above to start seeing improvement.
At this point, I’m not really interested in feeding you theories and 3rd party examples. This session will be totally about things you can do that are specific to your company that achieve better results.
Here’s how this conversation typically goes:
I’m not interested in selling anything to you. This meeting isn’t a demo or a sales pitch. This is a 30 minute call for you to pick my brain and talk with me personally. If you are interested in speaking with sales or seeing a demo, this isn’t the call for it; you can request those over here. In this call I’ll focus on diving into the problems that you’re having, and then give you some advice based on my experience in the field about what you can specifically do.
I will not give you any “one-size-fits-all” preach. It’s more about the specific problems that you’re having and finding solutions for them.
You’ll only receive applicable advice and tips that are directly based to the situation your in.
I’ll help you discover the strengths and weakness of your complaints handling process. Most of the issues with complaints management and continuous improvement have a lot to do with systems and processes. We’ll look into yours and I’ll help you pinpoint some things you can do to improve them.
In order to get the most out of our time together, you need to come prepared. If not, our session will not be fruitful at all.
Start by filling out the form on the right. Then you’ll be receive a list of reading material as well as a questionnaire for you to fill out and send back. That way, we both know quite a bit about each other and can make the most of our time together.
After that, I’ll be in touch with you to set up a good time to talk.