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This program can be customized to meet your needs. |
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This program sometimes requires a pre-assessment. |
Complaints are not always easy to deal with. People often act differently when emotions are running high and their expectations (no matter how unreasonable they might be) are not being met. Without proper training, small and often managable complaints are addressed to management because associates are unprepared or unwilling to deal with the task at hand. At Oculus, we don't believe that "passing off" problems is a very efficent way to run any department. When a team member doesn't have the abilities to cope with any situation they are given, there is a potential for loss of revenue.
The Oculus complaint management training program will give your employees the tools they need to manage and find solutions for incoming challenges without the constant need for supervision. Through pre-approved stages of empowerment and continued coaching, your team members will be able to deal with any issue, big or small. This program is customized to provide guidiance for current known issues. Some of the complaint management components that can be included are:
- Effectively manage and solve incoming customer service complaints
- Provide cost-effective customer-centric solutions
- Create confidence and independence with operations staff
- Track and review opportunities for change management
- Ensure customer satisfaction to encourage positive reviews
Success can be detemined by a decrease in customer complaints and an increase in positive comment cards and online feedback. Oculus mystery shopping can also be conducted for this module. A shopper can target your location with a complaint to access the problem-solving capabilities and to provide additional methods to improve.
