Customer Service & Complaint Handling
- 18th October 2024
9:30 am - 4:30 pm
Course duration: 1 day
Additional notes for course:
Venue: Virtual Online
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Course overview
“Build confidence with customers, manage complaints effectively & deliver a great customer experience”
Aims and objectives
The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers both on the telephone and on a face to face basis. Participants will learn the importance of managing and exceeding expectations at every step of the service cycle and effectively deal with complaints in a calm and assertive way, without reacting inappropriately resulting in satisfied and loyal customers.
Who should attend
A practical and interactive one-day workshop, the course is designed for all who work directly with customers both on the telephone or on a face to face basis – includes managers, field support, administrators, reception, managers, customer service etc.
Course content
Workshop Content:
- The essence of effective communication to meet customer’s expectations
- A complaint is a gift – the opportunity to create a positive outcome
- The importance of a positive attitude to create great first impressions
- The traffic lights philosophy for measuring a customer’s reaction
- Handle telephone calls with confidence & maintain control even under pressure
- The power of body language to get on the customers side and make a connection
- Essential and active listening skills and the importance of showing empathy
- Understand what customer’s really want – ask the right questions to meet expectations
- Tone of voice – it’s not what we say, it’s how we say it
- Encourage and motivate feedback and complaints from customers to improve business
- Distinguish between what you can control and what you can influence for a positive outcome
- Measure the severity of complaints to provide the appropriate response required
- Work under pressure to defuse the situation – deal with criticism, remain calm & speak clearly
- Assertive behaviour – the appropriate behaviour for interacting with customers
- Manage different types of customers and difficult situations positively
- Excel in service recovery management & always follow up – from complaint to satisfaction
Training method
The training will take the form of a one-day workshop, with group discussions, exercises & feedback based on individual/group needs. Each participant will receive a workshop manual. Follow up mentoring and training can be provided with this workshop.
Skills learned
After completing the workshop, each participant will be able to:
- Apply highly developed communication skills for improved customer relations
- Adjust your mind-set and avert complacency – look at things through the eyes of the customer
- Build confidence with customers, whilst portraying a helpful and friendly attitude
- Learn the power of body language to communicate effectively especially with groups of people
- Use the telephone effectively to create the right impression even under pressure
- Put customers at ease, build trust and create empathy to make a connection
- Learn to really listen to customers, ask the right questions and understand their needs
- Talk to customers in their own language – know what to say and how to say it
- Encourage customer feedback and make it easy for customers to complain
- Learn to be assertive when dealing with different personalities and irate customers
- Avoid defensive behaviour and trigger words that irate customers
- Deal with criticism, remain calm, speak clearly and defuse the situation
- Differentiate between different levels of dissatisfaction and respond appropriately
- Resolve customer complaints and difficult situations in a confident and competent manner
- Keep promises, keep customers informed, meet expectations & respond quickly and effectively