Complaint Handling Skills
Complaints are inevitable. Yet do your employees know how to resolve it at the early stage? How to smooth customers? How to take actions to solve customer’s problems? How to turn a dissatisfied customer into a loyal one?
Soft Strength™ Coaching brings companies the right tools to handle complaints.
This course will bring you benefits as bellows:
Less complaints;
Improved service quality;
Practical service skills;
Friendly and beneficial customer relations;
Repeat customers;
Better resolution of customer conflicts;
1. Positive Attitudes towards Complaints
Understand why complaints are valuable
See complaints in a positive view
How to make loyal customers
Two service failures
Types of complaints
2. Complaints Psychology
Moment Of Truth and On The Stage
How do customers judge us?
Pay attention to customers
Build positive first impression on phone or face to face
Remember and use customers’ names
3. Resolving Complaint and Managing Emotion and Stress
Use “customer continuum” to profile a client
Deploy our unique process to work with dissatisfied customers
Effective listening and questioning skills
Use effective make-ups to solve the problem
Learn important Human Relation Principles
Make the customer feel important and build trust
Manage stress and keep a good mood
4. Follow up it and Gain from Complaints
Communication problems
Be responsive
continuous improvement
Length: Oneday, 09:30-16:30
Who will benefit from this course: Managers, Supervisors of service companies, store managers, CS executives, and others who need to build good relations with customers
Class Size: 15-30 participants
Methods and Features:
1. Every class was conducted in a receptive, respectful and encouraging positive atmosphere;
2. The participants are highly involved in the program and the learning is fun and interesting;
3. By interaction and input, the participants will build their successful experience by applying what they learned.
4. New skills will be developed by practice. |
