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Handling effective customer complaint is one of the most important aspects of providing excellent customer service. Customers who complain are giving the organization a chance to identify problems and resolve, to demonstrate excellent service, and help to keep loyal customers. The objective of customer service training course is to help employees how to handle customer complaints and difficult customers successfully. At the end of this training course, participants will be able to view customer complaints as opportunities, and identify problems that prompt complaints, handle complaints effectively, and satisfy customers who complain.

This course will provide participants with the advance skills and confidence to improve their handling of customer complaints with the goal of achieving a satisfactory solution that increases customer retention and loyalty.

Complaint Handling Corporate Training provided by GITS Academy helps participant to:

  • Recognised the key abilities and qualities required to handle customer complaints effectively.
  • Learn how to build aptitudes in building rapport and engaging with the customer.
  • Demonstrated compassion while keeping up control of the discussion.
  • Understand the customer’s needs through questions and listening.
  • Learn how to resolve typical work based complaints effectively.

Who Should Attend Complaint Handling Skill Training?

Our complaint handling courses are designed for those who are responsible for dealing with customer complaints. Participants may handle complaints over the telephone, face to face or in writing. We will adapt the course to meet the most frequently used method of complaint handling by the participants.

Complaint Handling Training Course Content

  • Key skills and qualities for handling complaints
    • Model for handling complaints
    • Benefits of handling complaints effectively
    • Pairs exercise ‘in your customer’s shoes’ and participant introductions, facilitated group discussion
  • Communication, building rapport
    • Breakdown of communication
    • Building customer rapport
    • Impact of telephone and written communication
    • Verbal handshake
    • Communication styles
    • Paired practice, small group exercise, facilitated group discussion, self-awareness questionnaire
  • Maintaining control and empathy in complaint handling
    • Using positive language
    • Remaining assertive when under pressure
    • Small group written exercise, facilitation and presentation
  • Establishing customer needs
    • Asking open questions
    • Introduce questioning funnel
    • Listening and summarising
    • Demonstration, small group practical exercises and facilitated group review
  • Defusing difficult customer emotional responses
    • Managing personal response – 6 Step Approach
    • Complaint handling techniques to defuse anger and other emotional responses
    • Presentation, individual and small group exercise, and facilitated group discussion
  • Agreeing an appropriate course of action with customers
    • Achieving a win/win outcome for the customer and the organisation
    • Being clear on the authority/power you have
    • Escalating complaints with a defined complaint management process
    • Making commitments and honouring promises
    • Small group exercise with written scenarios, group feedback and discussion
  • Handling work based complaints
    • Tips on applying skills and techniques to written complaints
    • Practising work based complaint scenarios
    • Feedback and review of learning in small groups
    • Review of how to apply in practice
    • Presentation, practice sessions in small groups and facilitated whole group review
June 17, 2017
GITS Academy. All rights reserved.

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