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 customers successfully.

At the end of this course trainees will be able to view customer complaints as opportunities, identify problems that prompt complaints, handle complaints effectively, and satisfy customers who complain.

Princeton Academy – Handling customer complaints resources

Why Handling Customer Complaints Training Matters

  • Customer complaints alert organizations to ways to improve products, services, procedures, and attitudes toward customers.

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

The Complaint- How to Control It

  • The damage complaints can do to your organisation
  • Making sure the complaint does not escalate
  • Accepting customer feedback graciously
  • Re-building the customer relationship
  • The various techniques required to handle written, telephone and face-to-face complaints

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 dos and donts

Remaining Calm Not Over-reacting

  • Recognising how serious is the customers concern
  • Defusing a difficult situation
  • Empathise with the complaint dont join in the criticism
  • Gaining the customers respect
  • Identifying common ground

Creating Satisfaction from Dissatisfaction

  • Ensuring the customer feels listened to
  • Let the customer know what can/will be done about their complaint
  • Taking responsibility for the successful outcome
  • Getting across your point of view re-building commitment
  • Monitoring complaint levels versus performance standards
  • Identifying processes to deal with the most common objections
  • Influencing the organisation collectively looking to avoid future problems

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