Introduction

Complaints are often regarded as problematic issues that defer resources and result in negative word of mouth publicity. All staff members who deal with customers will come across complainants or customers who are not happy with the service or product. Even though it is somehow uncomfortable to deal with a complaint or a dissatisfied customer, it is of major importance to tackle any complaint effectively.
A one-day comprehensive training program focusing on handling customer complaints. The workshop will cover understanding and handling complaints effectively.

Objectives

The course will help you:

• Identify different types of complaints and complainants
• Interpret the situation quickly and be ready to act positively
• Apply Business Etiquette techniques and communication skills
• Ensure a Win-Win situation
• Learn new techniques of relaxation to control any situation
• Approach any condition with a positive attitude and thinking

Duration

1 Full Day

Course Outline

• Types of complaints & complainants
• Handling complaints by phone
• Handling complaints face-to-face
• Handling complaints in writing
• Use of verbal & non-verbal communication skills
• Listening skills
• Relaxation techniques
• Positive thinking