This Handling Complaints and Winning Customers Course will equip you to develop crucial customer-facing skills. It will help you enhance your confidence levels in order to improve your handling of the customer complaints. This program works towards the enrichment of the customer relationship, retention and loyalty. The aim of this program is to provide participants with critical skills and help build the confidence and offer a satisfactory solution that helps build customer retention.
OBJECTIVES
- Build skills in building rapport and understand the customer requirements
- Empathize with the customer while understanding his requirements
- Learn to be a proactive listener and gauge the understanding by using listening skills
- Work on their body language and gestures in order to showcase a professional approach
- Understand the customer expectations and work towards exceeding them
- Defuse the emotional reactions by difficult customers
- Interact with the customer using effective communication skills
- Identify their approach towards customers complaints
- Use a customer centric approach
- Convert the customers with complaints into champions who would showcase loyalty
WHO SHOULD ATTEND?
- Personnel dealing directly with customers
- Customer Complaints Teams
- Customer Service / Sales Teams
- Customer Complaints – Escalations Department
- Customer Complaints Call Centre Employees
- Customer facing – Team managers
- Customer Service – Quality Coaches, Trainers and Supervisors
COURSE OUTLINE
Build Rapport and connect with your customer
- Use conversational language to your advantage
- Build a connect with the customer
- Ask questions to build an innerview
- Understanding customer expectations
- Create a successful interaction with the customer
Customer Service Principles
- Understand their requirement
- Know the customer service principles
- Set the foundation with the pillars of customer service
- Set a professional approach towards defining their experience
Develop Empathy
- Recognize the critical role of listening in customer service
- Know the different levels of listening
- Acknowledgment of needs
- Working on active empathy
- Customer Conflicts and Managing Disputes
Communication Skills
- A two-way communication
- Types and Impact of communication styles
- Understand how communication works and doesn’t work
- Recognize the filters to communication
- How to overcome communication barriers?
- Recognize the importance of non-verbal communication
- Body Language – Radiating a Positive Energy
Handling Customer Complaints
- Understanding the different kind of complaints
- Bring in creativity in solving the customer problems
- Create a structure to deal with conflicts and complaints
- The thirty second rule
- Reduce the number of complaints
- Create customer – champions
Customer Centric – Resolve Customer Complaints Model
- Learn the steps to handling customer complaints
- Defuse the emotional responses by the customer when making complaints
- Handle complaints effectively
- Review complaints and focus on satisfaction
- Create a win – win for the customer and your organisation
