Handling Customers Complaints Positively

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Course Objectives

  • Develop skills in handling challenging customer service situations and difficult customers
  • Increase levels of confidence when dealing with difficult situations
  • How to deal with unacceptable behavior
  • How to address difficult customer situations assertively
  • Learn how to communicate calmly and professionally under pressure
  • Learning to compromise
  • Build a personal toolkit of tips and techniques

Target Audience

  • Account Managers & Representatives
  • Customer service representatives (CSRs)
  • Call center personnel
  • Front / Help desk personnel
  • Tellers
  • Business Professionals

Methodology

Participants are encouraged to apply whatever practical and job experiences they have gained to group and class discussions. This course is highly interactive and uses diverse teaching methods (lectures, readings, cases, role-plays, group work, pair discussions, and videos) to accommodate different learning styles.

Course Modules

Module 1: SHARING DIFFICULT CUSTOMER SITUATIONS
Module 2: IDENTIFYING AREAS THAT CAN GO WRONG BETWEEN CUSTOMER RELATIONSHIP
Module 3: MANAGING DIFFERENT CUSTOMER TYPES
Module 4: DIFFERENT COMMUNICATION CHANNELS & EFFECT – TELEPHONE & FACE-TO-FACE
Module 5: HANDING COMPLAINTS USING THE ASAP TECHNIQUE
Module 6: SERVICE RECOVERY
Module 7: TAKING A METHODICAL APPROACH TO SOLVING PROBLEMS
Module 8: FOCUSING ON PREVENTION

Get To Know The Trainer

Trainer Anita

 4.5

Anita has intense dedication towards improving personal and organizational performances. With a track record of 9 years in the corporate sector, Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is a certified NLP Practitioner who believes one needs to be able to communicate with and influence oneself, family, friends, colleagues or clients. She believes that professionally, everyone needs to understand how important it is to be able to make oneself understood and to influence effectively. It takes a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels.

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FREE QUOTATION!

COURSE INCLUDES

  • 2 Days of training
  • E-Certificate of Completion
  • E-Training manual
  • Trainer logistic to client`s place

COURSE BENEFITS

  • 1 or 20 pax, same price
  • Confirmed-to-run even for 1 pax
  • Cheapest available (*we will price match!)
  • Money-Back-Guaranteed Quality
  • HRDF Certified & Claimable

ALL IN FROM ONLY

RM1,999/DAY

RRP RM2,860/DAY   SAVE RM861

*T&C Applies

PARTICIPANT REVIEWS FOR THIS COURSE

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