Further Details
COURSE OBJECTIVES
Gather information, even in a tense situation, in order to deal with the real problem.
Defuse customer anger and build rapport.
Communicate with confidence and assurance.
Maintain professionalism under pressure.
Create customer satisfaction.
Provide a solution.
Monitor and analyse complaint levels and identify remedial action.
COURSE DESIGNED FOR
Front line staff who are in daily contact with customers either face-to-face or over the telephone.
COURSE CONTENT
The Complaint - How to Control It ~
The damage complaints can do to your organisation
Making sure the complaint does not escalate
Accepting customer feedback graciously
Re-building the customer relationship
The various techniques required to handle written, telephone and face-to-face complaints
Communication that Works ~
Developing the right attitude - feeling good, thinking positively
How to sound confident, caring and helpful - building rapport
Active listening
Gathering the information
Checking understanding
Successful telephone techniques - the do’s and don’ts
Remaining Calm - Not Over-reacting ~
Recognising how serious is the customer’s concern
Defusing a difficult situation
Empathise with the complaint - don’t join in the criticism
Gaining the customer’s respect
Identifying common ground
Creating Satisfaction from Dissatisfaction ~
Ensuring the customer feels listened to
Let the customer know what can/will be done about their complaint
Taking responsibility for the successful outcome
Getting across your point of view - re-building commitment
Monitoring complaint levels versus performance standards
Identifying processes to deal with the most common objections
Influencing the organisation - collectively looking to avoid future problems
Personal Development ~
Creating an action plan
Guide price
£395 1st delegate (£195 for all others from the same organisation) |
