Effective Complaints Handling Strategies For Positive Outcome

INTRODUCTION

Today’s customers are becoming increasingly demanding and discerning, often expecting exemplary service. It’s only natural due to the fact that they have plenty of choices to choose from. Hence, it is extremely important that employee in the services oriented industries to demonstrate a consistently high level of customer satisfaction. Addressing customer complaints and providing exemplary customer service is critical in nearly every business environment from local restaurants and small businesses to large companies with many call center agents and support staff.

BENEFITS

Upon completion of this program, participants will be able to:

• Understand the importance of customer’s feedback / complaint
• Understand the relevance of customer’s feedback / complaint as a means to deliver quality service
• Understand the expectations and perceptions of the customers
• Handle complaints with confidence and efficiency
• Decrease escalations
• Increase customer satisfaction at the same time.
• Reduce the impact/consequences of stress and pressure on front-line staff

AUDIENCE

This program is particularly suitable for front line staff, including customer service and call center personnel, reception staff and sales team members who regularly deal with customers either face-to-face or on the telephone. It is also suitable for anyone who provides a service to ‘internal customers’

METHODOLOGY

Highly interactive; consists of lecture cum workshops, individual and group discussions, group activities, video presentations, case analysis, action games, and analysis of real-life supervisory challenges

Module

• MODULE 1 – CHARACTERISTICS OF SUCCESS IN CUSTOMERS CARE
  • Understanding Your Job And Your Role
  • Customers Your Greatest Asset
  • Customer Service Mindset
  • Customers Expectation Vs Business Expectations
• MODULE 2 – WHY CUSTOMERS COMPLAINT?
  • Complaint Vs Feedback
  • Identifying The Issues That Are Most Likely Created Frustration And Dissatisfaction.
  • How Complaints Are Related To Customer Service?
  • Value Of Complaints
• MODULE 3 – SKILLS OF HANDLING COMPLAINTS
  • Verbal And Non Verbal Communication Skills
  • Listening Skills
  • Questioning Skills
  • Telephone Skills
  • Writing Skills
  • Empathy Vs Sympathy
  • Engaging The HEART
  • Influencing Customers Behavior Through Your Behavior
• MODULE 4 – PROFESSIONALISM AT ALL TIMES
  • Attitude Matters
  • Stress Management
  • Principals & People
• MODULE 5 – UNDERSTANDING THE PSYCHOLOGY OF ANGER
  • Understanding Your Customers
  • Different Types Of Customers
  • Adapting Your Style To Match Customer
• MODULE 6 – CONVERTING COMPLAINTS TO OPPORTUNITIES
  • Service Recovery To Create Loyal Customers
  • Effective Complaint Handling Process
  • The Checklist – Do’s And Don’ts When Dealing With Complaints
  • What’s In It for Me
• MODULE 7 – DOCUMENTATION FOR QUALITY IMPROVEMENT
  • Data Collection
  • Analysis – Root Cause Analysis, 5 Why’s, Etc
  • Creative Problem Solving
• MODULE 8 – ACTION PLAN
  • Implementation For Success
  • Follow Up
  • Business Continuity Plan
  • Personal Development
• END