Dealing with a complaint in an attentive and satisfactory way βœ… can turn a dissatisfied customer into a loyal, long-term advocate.

A negative review and a public complaint are often the result of an unresolved issue. In many cases, an honest response πŸ’¬, a sincere apology πŸ™, or a simple refund πŸ’³ could have made all the difference. A small cost πŸ’° to protect your brand’s reputation.

πŸ” Understanding Customer Behaviour

β€’ Examining why customers complain
β€’ Their underlying needs and expectations
β€’ Handling Internal Customers

πŸ‘‚ Active Listening

β€’ Actively listening to customers and understanding their concerns
β€’ Techniques for showing empathy and acknowledging the customer’s feelings

πŸ’¬ Responding to Complaints

β€’ How to respond to complaints in a way that is both professional and effective
β€’ Tips for staying calm
β€’ Using a positive tone
β€’ Avoiding defensive or argumentative behaviour

πŸ› οΈ Resolving Complaints

β€’ How to investigate and resolve the issue at hand
β€’ How to gather information
β€’ Determine the root cause of the problem
β€’ Implement a solution

⬆️ Escalation Management

β€’ How to handle complaints that cannot be resolved by front-line staff
β€’ Require escalation to management or other departments

🚫 Preventing Complaints

β€’ How to prevent complaints from happening in the first place
β€’ Understanding customer service best practices
β€’ Creating effective processes and procedures
β€’ Regularly collecting customer feedback to identify areas of improvement

🎭 Role-playing, Case Studies, and Group Discussions

πŸ’¬ Communication and Conflict Resolution Skills for Customer Service Professionals

🧠 Managing Conflict with Emotional Intelligence

β€’Β  Develop mental strategies for remaining calm and optimistic under pressure

βš–οΈ Legal and Regulatory Requirements

β€’Β  Legal and regulatory requirements that companies need to be aware of when dealing with complaints

COURSE SCHEDULE & FEES

MAY
30
FRI
2:00 PM - 5:00 PM
Training Session
Online
Online Session
6253
Inclusive of all taxes

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INCOMPANY/GROUP TRAINING REQUEST

Why Choose Our Incompany Program?

  • 🎯 Tailored content specific to your business goals
  • πŸ‘₯ Train entire teams together, saving time and cost
  • πŸ“ Delivered at your location or virtually
  • πŸ“… Flexible scheduling to suit your timelines
  • πŸ“ˆ Increase retention and application of skills


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