Handling Customer Complaints

on 26, 27, 28 May 2020

Timings: 10:00 am to 12:00 noon

(3 sessions of 2 hours each)

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.

Content:

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 do’s and don’ts

Remaining Calm – Not Over-reacting

Recognising how serious is the customer’s concern

Defusing a difficult situation

Empathise with the complaint – don’t join in the criticism

Gaining the customer’s 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

The Ultimate Online Learning Experience Delivered to Your Desktop

Master new skills and learn “by doing” to maximize learning

Engage in a variety of activities that create a dynamic learning experience

The same renowned faculty who teach the traditional classroom programs

Receive a Certificate of cours e completion

The cours e structure will be just like in the live workshops.

On Zoom, Faculty will demonstrate, and you’ll be able to watch and listen just as if we were in the same room together.

You can ask questions, do exercises, interact and receive feedback from the faculty.

All you need is an internet connection and a quiet, comfortable space for yourself.

How to Register

Fees: Rs. 3,500/- + 18% GST Per Person

Please write to register@princetonacademy.co.in

Call or WhatsApp on 9920591989/ 9769579090

Mention the name of participant, company, contact details.