Customers don't care what you know until they know that you care."

Intensive & Interactive Workshop

Handling Complaints:

Dealing with problems and receiving and reacting to complaints are more challenging in today’s Customer-oriented Marketplace with increasing competition.

"Customer complaints are wake-up calls for any business, when they're not meeting customer needs. They are a feedback mechanism that can help organizations to improve their service and style rapidly and inexpensively. Businesses that don't value their customer's complaints suffer from costly, negative word-of-mouth advertising."

Programme Outline:

Introduction

• Understanding Stress
• Recognising the Warning Signs
• Establish Existing skill levels – exercise

Customer Care

• CARE: Nice or Necessity?
• Learn to Control Emotions
• Key to Understanding Customers
• Active Listening
• Art of Questioning

Managing Complaints - 9A’s Formula

• Availability - Most important factor
• Approach - Professional
• Attentiveness - Listening fully
• Awareness - Knowledge/Info/Systems
• Assertiveness - Able to stand ground at times
• Acceptability - Not being Argumentative but convincing
• Analysis - Diagnosis and offering solutions
• Assurance - Able to win customer and endorse satisfaction
• ACTION - Agree / Confirm / Check Customer Satisfaction

Image & Approach

• Do’s and Don’ts – Handling Complaints
• Empathize with the customer's difficulty
• Develop Positive Body language
• Use Influencing Style
• Right Choice of Words
• Dealing positively with challenging situations
• Dealing with Difficult and Angry Customers
• Building Rapport
• Assertive Approach to win-win Outcome

Follow-through

• Complaint Turn-around Outcome
• Importance of Follow-through till Resolved
• Maintaining Records of Complaints
• Re-building Customer Confidence & Satisfaction
• Maintaining Professionalism
• Creating a Professional Image over the Telephone/ Face2 Face
• Personal Action Planning

Practical Exercises / Case Studies / Role Plays

Personal Action Plan

• Understanding Personal responsibilities
• Developing a Personal Action Plan to make a difference!
• Feedback Time & Closedown

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