Handling Customer Complaints Effectively

This training course is filled with information that will help you increase customer loyalty and manage Customer Complaints Effectively.

COURSE CONTENT

• What is a complaint?
• How to receive complaints
• Effective complaint management
• The damage complaints can cause
• The complaint management process
• How to control complaints
• Dispute resolution
• Effective communication and active listening
• The emotional needs and psychological considerations of customers
• Defusing a difficult situation
• Customer complaint management
• Preventing complaints
• The future of customer service

FOR WHOM:

Customer Service Staff, Customer Service Agents, Reception Staff, Administrators, Call Handlers, Telemarketers, Consultants, Supervisors, Team Leaders, Managers.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.