Date Time No. of Days Fees (Inclusive Taxes)
28/02/2024 2:00 PM - 5:00 PM 1 3835

Handling Customer Complaints

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 all likelihood was preceded by an unsuccessful complaint. 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 Content

  • Understanding Customer Behaviour:
    • Examining why customers complain
    • Their underlying needs and expectations
    • Handling Internal Cusstomers
  • Active Listening:
    • Actively listening to customers and understand 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 proble m
    • Implement a solution
  • Escalation Management:
    • How to handle complaints that can not be resolved by front-line staff
    • Require escalation to management or other departments.
  • PreventingComplaints:
    • 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 that companies need to be aware of when dealing with complaints