Handling Customer Complaints Positively

RM1,050.00

handling-customer-complaints-positively-hrdf-trainings

Introduction:

To identify why customers become ‘difficult’ and the consequences faced by the organization as a result. This two day interactive course will show delegates how to handle difficult situations with greater confidence and skill enabling them to turn it into a long term customer relationship.

How Will You Benefit

Upon completion of this program, participants will be able to:

  • 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

Who Should Attend

This program is suitable for Account Managers & Representatives, Customer service representatives (CSRs), Call center personnel, Front / Help desk personnel, Tellers and 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.

Module

  • SHARING DIFFICULT CUSTOMER SITUATIONS
    • Icebreaker
    • Building a foundation for – Case study & group presentations
    • Understanding your customers complaints – Case study
    • Uncovering customer expectations – Group exercises
  • IDENTIFYING AREAS THAT CAN GO WRONG BETWEEN CUSTOMER RELATIONSHIPS
    • Moments of Truth
    • Service Cycle
    • Appreciate how delivering excellent customer service reduces your personal stress at work
  • MANAGING DIFFERENT CUSTOMER TYPES
    • Understanding 7 different customer type
    • Prepare yourself to handle the different customers types by knowing how and where they get their expectations
    • Communicating calmly and confidently under pressure and conveying your message in a professional manner
  • DIFFERENT COMMUNICATION CHANNELS AND THEIR EFFECT – TELEPHONE & FACE-TO-FACE
    • Avoiding the most common telephone mistakes
    • Establishing Rapport- Role Play
    • What works in Face to Face Communication
    • Using a positive tone
  • HANDING COMPLAINTS USING THE ASAP TECHNIQUE
    • Being on the ‘Firing Line’ – The ASAP Technique
    • Learn to recognize warning signs
    • Deal more confidently with conflict situations
    • Emotional Triggers of conflict
    • Deal more confidently with upset customers
    • Asking pertinent questions and gathering the facts
    • Ensuring the Customer Feels Listened To
    • Role Plays
  • SERVICE RECOVERY
    • Understanding Service Recovery
    • Brainstorming
    • Putting it into Practice
  • MANAGING STRESS
    • Isolating the probable problem source
    • Knowing when to escalate
    • Taking corrective and preventive action
    • Managing your stress and reactions

Fee: RM 1,050 per pax


Loyalty Points: 1050 Points


Duration: 2 Days


Note: In-house course is available. Request it HERE

Trainer

Anita Shanmugam

Biodata:
Anita Shanmugam is an effective trainer with years of experience and expertise under her belt. Her exposure as a Corporate Sales Executive and a Sales/ Marketing Director sharpened various skills in her arsenal, including supervisory & managerial skills, performance management, customer service function and sales & marketing. Anita’s hands- on approach increases the understanding of participants on varied subject matters, including Time Management, Positive Work Attitude, Creative Problem Solving, Stress Management, Supervisory Development, Communication, Grooming, Rehabilitation of Behavior and counseling among others. Aside from training, she is also busy being an honorable Speaker in various seminars, forums and conferences about Personal Effectiveness. Anita is also a respected part- time teacher in local colleges, lecturing about Management, Psychology and Sales & Marketing.

Venue

Date

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Download

Download the course contents and registration form HERE:

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