HRM SKILLS Managing Customer Complaints - Course Details
 
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Managing Customer Complaints

Objectives

At the end of the training session, participants would be able to:

  • Identify techniques to handle complaints while keeping a "positive" company image


  • List the steps to work out on-the-spot solutions to the complaints


  • Apply techniques to manage stress and emotion in a complaint situation


  • Establish an action plan to further improve complaints handling skills


    • Outline

    1. Understand Customer Complaints

    a. Types of Service Breakdowns

    b. Common Types of Complainers Personality

    c. Success Factors of a Service Recovery


    2. Identify Complainers' Problems, Needs and Wants

    a. Differentiate Needs and Wants, Perception and Facts.

    b. Identify Causes of the Complaint

    c. Active Listening and Questioning Techniques


    3. Working on Solutions

    a. Objectives of the Solutions

    b. Negotiation Techniques

    c. Assertive Skills

    d. Respond to customer officially


    4. Tactics to Deal With Emotionally Upset Customers

    a. Manage your emotion and stress

    b. Help others to manage their feelings

    5. Case studies

    6. Personal Action Plan


    Who Should Attend

    Staff who are in contact with the company's guests and customers, such as Cashiers, Retail Assistants, Sales Assistants, Customer Services Assistants, Receptionists, etc.


    Methodology

    To anchor the learning and winning behaviour, the workshop incorporates:

  • Applicable industry examples


  • Interactive exercises and role plays


  • Case study


    • Benefits of Attending This Course

  • To solve customer complaints effectively


  • To turn angry customers to loyal customers


  • To ask customers to give us a second chance to serve them


  • To manage our emotion and stress, allowing us to deal with angry customers effectively


    • What questions this training programme provides answers to:

  • How to calm angry customers down?


  • How to solve complaints effectively?


  • How to work out solutions that satisfies customers?

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    Managing Customer Complaints

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