About Course

About the Program

Its utterly important to handle customer complaints about your services or products emphatically. To achieve this, a strong communication structure is required. This is handy at ensuring the conversation is controlled, hence realizing a successful outcome. Crucially, if a complaint is handled critically, it can win you a lifelong customer, thus the need for this program.

Program Objectives

By the end of this program, participants will have:

• Known the key skills and qualities needed to handle customer complaints effectively.
• Erected skills in building rapport and engaging with the customer.
• Demonstrated empathy whilst maintaining control of the conversation.
• Learnt how to establish the customer’s needs through questions and listening.
• Disabled difficult customer emotional responses.
• Resolved typical work-based complaints effectively.

Target Audience

This program is relevant for:

• Managers and staff who are responsible for dealing with customer complaints.
• Call Centre staff.

Training Period

• Classroom: 5 Days
• Online: 7 Days

Modules

Module 1: 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.

Module 2: Communication, Building Rapport.

• Communication styles.
• Building customer rapport.
• Impact of telephone and written communication.
• Breakdown of communication.
• Verbal handshake.
• Paired practice, small group exercise, facilitated group discussion, self-awareness questionnaire.

Module 3: Maintaining Control and Empathy in Complaint Handling.

• Using positive language.
• Remaining assured when under pressure.
• Small group written exercise, facilitation and presentation

Module 4: Establishing Customer Needs.

• Asking open questions.
• Introduce questioning funnel.
• Listening and summarizing.
• Demonstration, small group practical exercises and facilitated group review.

Module 5: Defusing Difficult Customer Emotional Responses.

• Managing personal response.
• Complaint handling techniques to deal with anger and other emotional responses.
• Presentation, individual and small group exercise, and facilitated group discussion

Module 6: Agreeing an Appropriate Course of Action with Customers.

• Achieving a win/win outcome for the customer and the organization.
• Being clear on the authority/power you have.
• Escalating complaints with a defined complaint management process.
• Making commitments and honoring promises.
• Small group exercise with written scenarios, group feedback and discussion.

Module 7: Handling Work-Based Complaints.

• Tips on applying skills and techniques to written complaints.
• Practicing 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.

Module 8: Review and Next Steps

• Review of learning and action planning.
• Course feedback.

Delivery Method

This program is taught through a mix of practical activities, theory, group work and case studies. Training manuals and additional reference materials are provided to the participants.

CERTIFICATION

Upon successful completion of the training, participants will be awarded a certificate of course completion