Customer Service & Complaint Handling

“Build confidence with customers, manage complaints effectively & deliver a great customer experience”

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.

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.

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.

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