Dealing with complaints objectively will give an a opportunity to maintain loyal customers
Some customers are more difficult to deal with than others. Few customers are inherently rude or mean, although some may be. Usually when a customer is mad, rude, challenging or otherwise difficult to help, there is a reason.
The fact of the matter is that most customers are great. They are friendly, understanding, and tolerant. They are also knowledgeable, demanding, conscious of the value of their time, and hold high expectations for quality of product and service. You as service providers should never take these customers for granted.
Even when customers are wrong or difficult you must respect their perception and treat them with respect.
At the end of the training participants will be able to :
- Identify the complaints to several categories
- Select the appropriate staff to deal with the complaints objectively
- Develop the process of dealing with the complaints
- Communicate effectively in dealing with the complaints
- Consolidate and report the solutions to the complaints
Identifying the complaints objectively
• Categories of complaints
• Nature of complaints
Who is responsible in dealing with the complaints?
• Techniques in dealing with the complaints
• Assignment of complaints
• Qualities of staff that are required to deal with the complaints
Structure of dealing with complaints
• Ways of dealing with complaints
• Steps in dealing with complaints
Effective communication in dealing with complaints
• Different profile requires different skills
• Questioning and Listening skills
• Choice of words
• Avoid emotional trigger words
Monitoring the progression of complaints
• Consolidate the outcome of solutions
• Suggestions to improve
• Reporting the solutions
An interactive and practical approach incorporating individual assessment exercise, group discussions and presentations, role plays, simulation games and lectures.
There are 3 methods to register for this training:
- Kindly click here for online registration. Register Now.
- Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
- Call us to register. Tel: +6-03-6270-9883.
Notes:This Training Programme is HRD Corp Claimable Course *Subject to HRD Corp Terms & Conditions.
We Are An Approved Training Provider Under HRD Corp Claimable Course With Human Resource Development Corporation (HRD Corp)