What you will learn:

• Why feedback and complaints are so valuable to an organization
• How everyone in the organization needs to be scanning for feedback and complaints.
• How to make sure we present the right attitude when listening to feedback and complaints.
• The behavioral meaning and impact of unexpressed (and proactively resolved) complaints –  effect on value perception and downstream behavior
• A simple language framework to use when receiving feedback and complaints which lets your customer know you are dealing with their issue.