📌 Introduction
Dealing with a complaint in an attentive and satisfactory way could turn a dissatisfied customer into your most loyal, long-term fan.
A negative review and the exasperated rant of an unhappy customer in al l likelihood was preceded by an unsuccessful complaint made. Mostly an honest response, a sincere apology and/or a refund may have appeased the anger of the dissatisfied customer. Arguably a small price to pay for being spared the detrimental consequences of a poor review.
🎯 Course Objectives
🧠 Understand the psychology behind customer complaints and behavior
🤝 Develop empathy and active listening skills to build customer trust
🛠️ Learn effective methods to respond, resolve, and escalate complaints professionally
🗣️ Strengthen communication and emotional intelligence to manage customer conflicts with confidence
🚫 Implement preventive strategies to reduce complaints and enhance customer satisfaction
🔍 Understanding Customer Behaviour
• Examining why customers complain
• Their underlying needs and expectations
• Handling Internal Customers
👂 Active Listening
• Actively listening to customers and understanding their concerns
• Techniques for showing empathy and acknowledging the customer’s feelings
💬 Responding to Complaints
• How to respond to complaints in a way that is both professional and effective
• Tips for staying calm
• Using a positive tone
• Avoiding defensive or argumentative behaviour
🛠️ Resolving Complaints
• How to investigate and resolve the issue at hand
• How to gather information
• Determine the root cause of the problem
• Implement a solution
⬆️ Escalation Management
• How to handle complaints that cannot be resolved by front-line staff
• Require escalation to management or other departments
🚫 Preventing Complaints
• How to prevent complaints from happening in the first place
• Understanding customer service best practices
• Creating effective processes and procedures
• Regularly collecting customer feedback to identify areas of improvement
🎭 Role-playing, Case Studies, and Group Discussions
💬 Communication and Conflict Resolution Skills for Customer Service Professionals
🧠 Managing Conflict with Emotional Intelligence
• Develop mental strategies for remaining calm and optimistic under pressure
⚖️ Legal and Regulatory Requirements
• Legal and regulatory requirements that companies need to be aware of when dealing with complaints
COURSE SCHEDULE & FEES
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INCOMPANY/GROUP TRAINING REQUEST
Why Choose Our Incompany Program?
- 🎯 Tailored content specific to your business goals
- 👥 Train entire teams together, saving time and cost
- 📍 Delivered at your location or virtually
- 📅 Flexible scheduling to suit your timelines
- 📈 Increase retention and application of skills