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Customer Service MAGIC: Changing Complainers into Loyal Customers

A customer who complains can become a loyal customer if the complaint is resolved quickly and fairly.  Master a MAGIC formula to strengthen customer relationships, improve service, and build customer loyalty by dealing with concerns effectively.

During this seminar, you will:

  • identify 9 reasons customers complain
  • learn 7 things that customers want when they complain
  • explore 4 reasons why most customers don’t complain
  • discover the real value of a customer today and in the future
  • calculate the cost of unresolved complaints
  • learn why “time is of the essence” when dealing with complaints
  • master a five-step process for resolving complaints
  • discover the impact of body language on communication
  • practise techniques that you can use when responding to complaints
  • discover how complaints can provide useful lessons to improve customer service



Your Options

The program descriptions found on this website are meant only as a starting point.  Nelson will work with you to create the presentation that best meets your requirements.

Most programs can be offered as a keynote, a convention break-out, or a half- or full-day workshop . . . or even longer.


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