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