Handling Customers Complaints Positively

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