Course Description
Irate or Anxious Customers come to us because their needs are not met. They provide us with an opportunity to assess and improve our service and customer relationship. This course prepares participants to gracefully deal with difficult or irate customers and handle challenging situations. It provides guidelines and practice scenarios for common customer complaints. Moreover, it helps you create a system for emergencies as well as spiels for your most common customer concerns. Learn to turn customer complaints into customer relationship-building opportunities.
Performance Objectives
-Upon completion of this workshop, participants should be able to identify common causes of customer complaints, find ways and means to deal with these issues and work with their coworkers or other departments to prevent or resolve customer issues for better customer satisfaction.
Learning Objectives
By the end of this course, the participants shall be able to:
- Assess the most common customer complaints encountered by customers
- Use helpful techniques in identifying, solving, and troubleshooting customer issues
- Deliver genuine apology on behalf of the organization and manage emotions
- Work with other departments to prevent future complaints & provide solutions for customer concerns
Course Topic Highlights
1. Complaint Handling as a Strategic Business Tool
2. Levels of Complaints: Surface & Deep Level Message
3. Negative Impact of Poor Customer Complaint Handling
4. Top 10 Causes of Customer Complaints
5. Customer Complaint Assessment
6. Working Through Complaints
7. Types of Difficult Customers
8. Problem Solving Techniques
9. Troubleshooting Techniques
10. How to Deal with Difficult Customer Situations
11. Handling Customer Complaints
12. Responding to Complaints on Social Media Platforms
13. Delivering a Genuine Apology
14. Working with Other Departments to Solve Customer Concerns
15. Preventing Future Customer Complaints
Here are the rates:
Webinar Rate
Php2250 +12%VAT = Php2520
Seminar Rate
Php4250 +12%VAT = Php4760
Full details & Registration:
https://businessmaker-academy.com/webinar-customer-complaint-handling-training/
For more inquiries, you may contact us at:
Landline: (632) 8687-4645, 8687-3416
Mobile/Viber: (0917) 6372471, (0912) 2231826, (0917) 1357279
Email:
aW5mbyB8IGJ1c2luZXNzbWFrZXItYWNhZGVteSAhIGNvbQ==
www.businessmaker-academy.com
You may also like the following events from Businessmaker Academy:
Also check out other
Workshops in Pasig,
Virtual events in Pasig.
