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Handle the Customer - NOT the Complaint! (Hot Topic - 5-16-17)

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Handle the Customer - NOT the Complaint!


Originally May 16, 2017

Moderator: Sharon Cowan, Cleaning Business Consulting Group


Dealing with customer complaints can be a full time job in any business.  Is it you or a staff person dealing with providing customer "happiness?"  How do you handle them?  How do you make the customer happy so they stay your customer?

Sharon Cowan, an ARCSI industry partner, will talk about how to get to the bottom of what's really causing complaints, how to train your staff how to handle and follow up and the steps to deal with the upset client.


About Sharon Cowan, CBSE
Sharon has been an owner in the janitorial industry and a consultant for the past 27 years. She specializes in the development of emerging residential and commercial janitorial companies seeking profitable growth and diversification.  Her specialties include: Mentoring and coaching emerging commercial and residential cleaning company owners. Training, business and marketing plan development, operational development, profitability plans, sales training and customer service program design.

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