Handling Customer Complaints Virtual Workshop

17 November 2020

introduction

Dealing with complaints effectively can build a good relationship with your customers, save money by avoiding their escalation, and earn repeat business.

In order to be your organization’s customer service ambassador, you need to stay motivated and to be confident that you are dealing with customers as effectively and positively as possible.

This virtual workshop helps participants build confidence in their abilities to turn an angry complainer into a satisfied and loyal customer.

Objectives

  • Examine what causes customers to be difficult
  • Analyze own state and determine the approach towards dealing with these customers
  • Identify different customer behaviors
  • Apply empathetic listening and questioning to resolve issues
  • Choose the best response to a complaint
  • Structure your responses effectively

Outline

  • Part 1: Prepare to Deal with Customer Complaints
  • Perception versus Expectation
  • Positive Attitude and Mindset
  • Part 2: Identifying Best Response to Complaints
  • Techniques to set a clear objective
  • Understanding who you are talking to
  • Know what the customers need from you
  • Using positive words
  • How to deliver negative news
  • Part 3: Techniques in Handling Complaints
  • Listening skills
  • Verbal and Non-Verbal Ques
  • Putting the customer at ease
  • Practical things to say and do
  • Putting things back on a positive track

Who should attend:

  • Customer service managers, line managers, supervisors who are responsible for the service level in their organisations and want to provide excellent customer service.

cost

  • $ 180 per participant
  • $ 150 for 2 or more*
  • *Cost per participant from the same organisation

schedule

  • 17 November 2020
  • 3 hours
  • 9 am to 12 noon

Admin

  • Virtual training room
  • Break from 10.15 to 10.30 am

Certification

  • A Certificate of Attendance will be awarded at the end of the workshop.

Trainer

Carina Tien has over 20 years of corporate experiences in various multinational companies. Her experience and exposure include customer relations, human resources, training & development, sales administration, secretarial, advertising and business development.

She has conducted numerous workshops for both MNCs and SMEs in the past years and had been interviewed in the media such as Singapore’s News Radio 93.8 Live and Pop Radio Station 933. Carina also contributes articles to the Straits Times Career Guide.

Carina has a Degree in Business & Human Resource Management. She also has Diplomas in Communication Studies, Advertising, Business Administration, Image Consulting, and in Teaching English to Speakers of Other Languages (TESOL), as well as a Professional Diploma in Cognitive Behavioural Therapy, a Certificate in Practical Counseling as well as an Advanced Certificate In Training & Assessment (ACTA).

register

Please register for this course using our Registration Form or call us at (65) 6337-7516 should you have any queries.