Complaint System Management Courses

Complaint System Management Courses

OBJECTIVES:

Bythe end of this training program, each participant will be able to: 

1. Describe high quality customer service.
2. List the benefits of providing excellent customer service to external customers.
3. Identify barriers to providing high quality customer service.
4. Apply techniques for dealing with angry or upset customers by successfully learning new techniques.
5. Demonstrate how to measure customer satisfaction levels and take corrective action if needed.
6. Understand and identify different behavioral styles and adapt as necessary.
7. Successful understanding customer complaints and resolve the problem.

PROGRAM TOPICS:

Customer Service,why bother? 

• What is Customer Service?
• Who is the Customer?
• What's in it for thecustomer?
• Who deserves your Service?
• 5 keys for better service:(Reliability, Responsiveness, Feel valued, Empathy, Competence)
• Understanding the Customerperceptions and expectations: Decisions and Satisfaction

Psychology forCommunication: 

• Communicating with theAngry Customers and their complaints
• Face-to-face Communication,what is missing?
• Listening (The Six Rulesfor listening actively)
• Body Language andNon-Verbal Communication, what is not being said
• Staying positive under pressure
• Telephone Skills bestpractices
• Discovering opportunities

Dealing withDifficult Customers: 

• Recognize and RespondEffectively to Specific Customer Behaviors
• Understand the Physiologyof Anger
• Listen to an Angry CustomerSo That They Calm Down
• Turn an Angry Customer intoa Happy Repeat Customer Using a Recovery System
• Remain Calm duringInteractions with Angry Customers by Applying Emotional Management Tools

WHO SHOULD ATTEND?

This program issuitable for individuals who provide a service or product to external orinternal customer, including customer service representatives, sales personnelwho have a direct or indirect interaction with the customer.