Handling Customers Complaint

Course Objectives

  • Be more knowledgeable and have confidence in themselves.
  • Be more effective and motivated in their roles through the development of skills in handling difficult/demanding customers.
  • Be able to identify what causes customers to be demanding or difficult.
  • Be able to recognize and manage their own responses.

Target Audience

This course is particularly suitable for front line staff, including customer service and call center personnel, reception staff and sales team members who regularly deal with customers either face-to-face or on the telephone. It is also suitable for anyone who provides a service to ‘internal customers’ and will enable all delegates to deal professionally and calmly with demanding/challenging customers, achieving positive outcomes for all.

Methodology

Competency-based-learning (CBL) encompassing lectures, group discussion & presentation, demonstrations / role plays, real life experiences, sharing of best practices and discussions. Extensive use of Audio-visual-aids. 

Course Modules

Module 1: You and Customer Service

  • Your job and your role in the company
  • Value of Customer Service
  • Building Customer Service Mindset

Module 2: Understanding your customers.

  • Customers and their needs.
  • Why are some customers difficult?
  • Characteristics of a difficult customer

Module 3: Complaints / Feedback

  • Complaints and feedback
  • Why some customers complaint and some don’t?
  • Value of a complaint

Module 4: Service Recovery

  • What is it?
  • Importance of Service recovery
  • Service Recovery Paradox

Module 5: Communicating with complainant

  • Art of Listening
  • Art of Asking
  • Art of Speaking

Module 6: Handling Cmplaints

  • Creative Problem Solving
  • Art of Negotiation
  • Do’s and Don’t’s

Module 7: What’s next?

  • Identify Gaps
  • Prevention measures
  • Follow up

Get To Know The Trainer

Trainer Renu

 4.5

Renukka has an extensive work experience of 20 years. She carries a wide-ranging experience of 6 years in hotel industry (having worked with 5-star hotel – The Westin Singapore / Swissotel the Stamford / The Westin KL / Doubletree by Hilton), 4 years in banking industry (HSBC UK call centre / Hong Leong Bank) and 10 years in education and training industry (Taylor’s College / Taylor’s University / Training provider).

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*T&C Applies

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