Effective customer complaint handling is one of the most important aspects of providing excellent customer service. Customers who complain are offering the organization a chance to identify and resolve problems, demonstrate excellent service, and keep loyal customers. It’s all too easy to lose a good reputation and long-standing customers if your people don’t handle complaints in an effective way. Equally, when complaints arise, they provide a great opportunity to turn a customer into a loyal client if handled well.
The objective of this online customer service training course is to help employees handle customer complaints and difficult customers successfully. At the end of this training course, trainees will be able to view customer complaints as opportunities, identify problems that prompt complaints, handle complaints effectively, and satisfy customers who complain.
- Understanding customer complaint behaviour
- Reducing customer complaints
- Responding to customer complaints
- Reviewing customer complaints
We have effective trainers with solid background in modern training techniques and concepts. They exercise competence in customer service, teambuilding, creativity, personal effectiveness and image management. Our experts have provided training and consultancy to business professionals, corporations and government agencies.
The half-day or full day, interactive workshops consists of small and large group activities that apply to real workplace scenarios.
We provide eLearning options. Our virtual workshops are fully customised to meet the needs of your organisation. Contact us to find out how we can design a Complaint Management Workshop to suit your business.
- Know what causes customers to complain and the importance of demonstrating empathy.
- Be able to manage their emotional state when customers are frustrated or even angry.
- Recognise the importance of listening actively and asking questions to understand others.
- Identify their behavioural style and know-how to adapt their approach.
- Know what to do to resolve the problem and when to escalate it to their supervisor.
- Have increased confidence and acquired strategies for handling challenging situations effectively.
Individuals who are responsible for dealing with customer complaints.
Full-Day and Half Day workshops are available; contact us today to discuss how we can customise a program for your business. We can modify this program to suit your timeframe.
For more detailed information about the course and the fee structure, please contact us.
Complaints are a fantastic source of continuous improvement, innovation, and growth of the business/organization. Complaints are inevitable, and the way they are handled and reviewed can have a huge impact on the business. Effective complaint handling will ensure that a satisfied customer will continue doing business again in the future – knowing that if there is ever a problem, they will be met with quality service, and the issue will be resolved quickly. Again this strengthens the relationship and builds trust with the customer.
Complaints can be very costly, time consuming and stressful for those dealing with the issue however, with effective complaint management, complaints can be an opportunity to improve your service and even generate more income. Customers who feel listened too and have their problems solved can be incredible advocates and often become loyal customers who continue to buy your services or products.
- Southern Star Institute’s Customer Complaints Management Workshop
This workshop is aimed particularly at frontline staff, to enhance their knowledge and skills, enabling them to deal with complaints in a productive and proactive manner. It provides an insight into the requirements and processes involved in customer complaint handling, including interpersonal skills, which empower staff to negotiate and resolve a complaint with confidence. When handled effectively, customer complaints can be a win-win for all parties.
There are three main course delivery modes at Southern Star Institute: Face-To-Face (F2F), Hybrid and Virtual. A participant can choose the most convenient mode for his training. However, the course structure and fees would vary for each mode. The educational content, however, would be the same but customizations would be made to suit the delivery needs.
Face-to-Face (F2F) Course Delivery
A Face-to-Face (F2F) course is delivered in a classroom setting. This means that scheduled normative hours take place in the physical classroom. F2F classroom interaction takes the form of in-person, real-time interaction between the trainer/facilitator and the participants. A F2F course would be taught for the duration specified for the respective course over a number of days or day as required. The sessions would be divided in the best possible way to effectively structure the course and convey key information to the participants.
Hybrid Course Delivery
A hybrid (or blended) course combines in-class instruction and activities with flexible, guided online learning in a virtual environment. Guided online activities in hybrid courses engage participants with independent, active learning that is supported, performed or submitted via our course learning management process. A hybrid course allows for many possible combinations of in-class and online instruction, interaction and digital learning activities, as well as a wide variety of deliverables.
Virtual Course Delivery
A fully online course is delivered virtually. This means that scheduled normative hours take place outside of a physical classroom. Fully online courses provide participants with flexibility to personalize their schedules as the course teaching and learning activities occur online through the use of our learning management process. Participants complete training, course requirements and collaborate on topics using a wide range of educational technologies and digital learning activities.
What Participants Say About Managing Customer Complaints Course:
0
say they are overall satisfied with the program
0
would recommend this program to a colleague
0