Customer Communications in the Digital Age Webinar Series - Handling Complaints and Feedback
Member Price: Free
As online and social purchasing underpins modern consumer behaviour, understanding and optimising digital experiences form a crucial part of mapping the customer journey. B2C brands need to grasp the moments of customer-brand interactions to effectively establish their position and build loyalty.
SCCCI join hands with Temasek Polytechnic in this series of 3 webinars to share tips and strategies on how brands can reach out to, connect, and engage with their customers on a 2-way street to build relationships.
Today’s customers are vocal about their brand experiences and will not hesitate to escalate their concerns and issues on their expanding choice of communication channels.
Get an overview on the communication process to understand the styles of communication for various stakeholders and explore effective ways to manage complaints and handle feedback for relationship building.
Participants will gain insights to:
• Understand the communication process,
• Manage challenging situations with complaints and feedback,
• Apply complaint resolution techniques.