Handling Customer Complaints Positively

Introduction:

To identify why customers become ‘difficult’ and the consequences faced by the organization as a result. This two day interactive course will show delegates how to handle difficult situations with greater confidence and skill enabling them to turn it into a long term customer relationship.

How Will You Benefit

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

• Develop skills in handling challenging customer service situations and difficult customers
• Increase levels of confidence when dealing with difficult situations
• How to deal with unacceptable behavior
• How to address difficult customer situations assertively
• Learn how to communicate calmly and professionally under pressure
• Learning to compromise
• Build a personal toolkit of tips and techniques

Who Should Attend

This program is suitable for Account Managers & Representatives, Customer service representatives (CSRs), Call center personnel, Front / Help desk personnel, Tellers and Business Professionals

Methodology

Participants are encouraged to apply whatever practical and job experiences they have gained to group and class discussions. This course is highly interactive and uses diverse teaching methods (lectures, readings, cases, role-plays, group work, pair discussions, and videos) to accommodate different learning styles.

Module