Course
Overview
Receiving
complaints is inevitable - how you deal with them will set yourself
apart from your competition!
The
way that your frontline staff work with your customers in handling
complaints has a direct impact on your bottom line and the lifetime
value of your relationship with that customer! Make sure that
they have the best skills, strategies and techniques to ensure
that every customer experience is a memorable one with Sean
McPheat's "Complaint Handling Skills Course" This is a custom
made course aimed at those people with direct contact with your
customers whether it be face to face, on the telephone or via
the internet.
Who
Will Benefit From The Course?
- Staff
who deal with customers on a daily basis face to face
- Telephone
sales and service advisers
- Customer
care teams
- Helpdesk
operators
- Staff
who are responsible for responding to emails and correspondance
What Will You Gain From the
Course?
- Describe
The Components Of An Effective Complaint Handling Process
- You
Will Know How To Understand Your Customers' Points Of View
- Learn
How To Build Effortless Rapport With Your Customers
- Discover
The Most Effective Questioning And Listening Techniques
- Learn
The Importance Of And Practise Your Non-verbal Communication
Skills
- Customer
Care On The Telephone - The Importance Of Tonality &
Inflection
- Setting
Customer Service Standards
- Understand
The Importance Of The Lifetime Value Of A Customer
- Learn
How To Write To Your Customers Effectively And Efficiently
- Learn
Techniques And Strategies To Handle Customer Complaints
- Learn
How To Be Assert Without Being Aggressive To Your Customers
- Use
tracking and trending techniques of complaints for continuous
improvement activity.
- Understand
how handling complaints can deliver benefits to the organization
at large.
