Purpose

In this activity participants are asked using market research to rank the issues that customers find unsatisfactory in the way their complaints are handled. The outcome is the development of ways of improving customer service complaint handling.

Benefits

A fascinating piece of research allows participants to recognise customers' dominant issues and to determine whether procedures are in place within the organisation to meet a crucial area of customer service.

Related Solutions

Audience

Customer service staff and all those interfacing with customers.

Learning method

Reflective. Activity based around MORI research findings. Participants are asked to rank issues in order of performance and compare their responses with that of the research.

Time to Complete

Length

pages

Participants

Price

(inc. VAT)