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Introduction

Effective customer complaint handling is one of the most important aspects of providing excellent customer service. Customers who complain are offering the organization a chance to identify and resolve problems, demonstrate excellent service, and keep loyal customers.

The objective of this workshop is to help participants handle customer complaints and difficult situations successfully. At the end of this course, participants will be able to view customer complaints as opportunities, identify issues that prompt complaints, handle grievances effectively, and satisfy customers who complain.

Internal customer service

  • Identifying internal and external customers
  • A final definition
  • Elements of service
  • Customer requirements
  • Foundation of great service people
  • The links in the service-profit chain
  • Internal customer service

Managing customer expectations

  • The Importance of customer expectations
  • Perceived service quality
  • ‘RATER’ in real life
  • The Service Quality (SQ) factors
  • Flying over customers’ rising expectations
  • The customer loyalty ladder
  • Role-plays and exercises on dealing with different personality styles

Best Practices of Customer Service

  • Customer Service, what does a good practice organisation look like and critical characteristics?
  • Leadership direction and support to deliver quality internal and external customer service
  • Creating and maintaining a customer serving mindset
  • Listening, learning and understanding to focus on the customer
  • Build customer service into core principles and values
  • Customer Service – Performance management and measurement
  • Practices that enable sustainable customer service excellence

Communicating with Tact and Diplomacy

  • Developing the right attitude – feeling good, thinking positively
  • How to sound confident, caring and helpful – building rapport
  • Active listening
  • Gathering the information
  • Successful telephone techniques – the do’s and don’ts

Managing Conflict with Emotional Intelligence

  • Understand How Emotions Are Created
  • Develop Mental Strategies for Remaining Calm and Optimistic Under Pressure
  • Use Body Language to Manage Your Emotional States
  • Change Emotional States to Avoid Negative Carryover
  • Understand the Physiology of Anger
  • Turn a Challenging Customer into a Happy, Repeat Customer Using a Recovery System