MANAGING COMPLAINTS

The service your company provides to its customers is often perceived as the key factor that sets you apart from competitors. While 100% customer satisfaction is a commendable goal, in the ‘real world’ it is unrealistic. Problems will always arise and processes are required to catch customer dissatisfaction and put problems right as effectively as possible. Those organisations prepared to invest in effective complaint handling receive a positive return on investment in terms of fully understanding customers’ needs, increased customer loyalty and positive word of mouth advertising.

The day provides a structure for understanding/managing customer expectations and dealing with all aspects of the relationship. It looks at the customer’s point of view and the skills necessary for effective customer communication. This event aims to facilitate a positive change in behaviour so delegates are more effective in their customer facing roles. The day is motivational, participative and based on the behavioural modelling principles.

Outline of the Day

• Understanding why people complain and get angry
• The consequence of bad service experiences
• Identifying key impression points
• Gaining customers’ confidence, building rapport and showing empathy
• Saying ‘no’ constructively and giving bad news
• Maintaining professionalism under pressure
• Taking ownership and sorting the problem

Benefits of the Day

• The positive effect complaints can have on your business
• Develop the skills to handle complaints effectively
• Deal professionally and confidently with customers

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