How To Handle Complaints And Manage Difficult Customers?

Course Objectives

• Build effective communication as it is a critical element in your career and personal lives
• Understand and develop competencies in 4 different ways to communication :
  o Speaking
  o Writing
  o Visual Images
  o Body Language
• Achieve 5 different Communication Goals and Build Better Relationship :
  o To change behavior
  o To get action
  o To ensure understanding
  o To persuade
  o To get and give information
• Identify and avoid common Communication Errors
• Develop the 5 different skills to listen actively
• Develop skills and confidence to communication and connect effectively by asking “Exploring Questions” to address needs of internal and external customers
• Understand the need to develop effective interpersonal relations
• Create a winning team with higher productivity and improve

Target Audience

This programme is designed for Executive, Supervisors, Team Leaders and NON Executive level

Methodology

NLP or Neuro Linguistic Programming techniques & processes; individual and small group discussions on case studies and scenario exercises; experiential learning activities and energizers; and role-playing & lots of practice sessions

Course Modules

Module 1 – Introductions To The Program

Module 2 – Foundation Of NLP (Neuro Linguistic Programming)

Module 3 – The Power Of Language

Module 4 – Communication Principles

Module 5 – Active Listening

Module 6 – Feedback

Module 7 – Understanding & Building Rapport With Diverse Others

Module 8 – Creating A Winning Team!

Module 9 – Perceptual Positions For Understanding How Others Perceive (NLP
Technique To Experience The World From Many Perspectives)

Module 10: – Putting It All Together