Course Overview

Customer feedback allows organizations to make important decisions.  Complaints serve as an early indication of failure in how services are delivered. Handling customer complaints well makes it easier for companies to improve their service and reputation.

When dealing with complaints, there is often a balance between acting appropriately to complaints and responding proportionately depending on the available resources. However, handling complaints in a prompt and efficient manner saves the company money and time by preventing unnecessarily complaints. It also reduces customer complaints in the future.

Course  Objectives

You will benefit from taking this training course on handling customer complaints by:

• Recognize what a complaint is and the causes of complaints.
• Understand the issues that cause complaints in your company
• Recognize the techniques and abilities required to handle consumer complaints.
• Become more proactive in recognizing and resolving the issues that lead to complaints.
• Establish a procedure for handling a disgruntled customer.

Organizational advantages

After successfully completing the Customer Service Excellence Course, participants contribute to their organization in the following ways:

• The company will be able to keep clients for a long time, which will lower the cost of customer acquisition.
• Customers that receive exceptional service are more likely to refer the company to others, which promotes business growth.
• Businesses can get a competitive advantage in their sector by providing excellent customer service.
• Staff who have received the most recent training and resources are more empowered and motivated. They are able to create stronger bonds with their clients, which is advantageous to both the client and the staff.
• Increased sales will help the company become more profitable.
• Create a favorable brand and reputation in the marketplace as a company that values its customers.

 Personal advantages

Participants will gain the following benefits personally after completing the Customer Service Excellence training course:

• Sales agents who have greater knowledge and skills typically handle challenging situations in a much more professional manner. This gives them more power and inspires them to work harder.
• boosting the spirits of the sales staff because they will be more productive because they will be better prepared
• improved listening and communication abilities
• acquiring a growing range of customer service abilities that will help them advance their careers
• Participants will be better equipped to meet their goals on schedule by developing an emotional connection and empathy with their consumers.

Course Outline

Here’s what we cover in our customer complaints handling training course:

You will benefit from taking this training course on handling customer complaints by understanding:

Why People Complain

• Recognize what a complaint is and the causes of complaints.
• Understand the issues that cause complaints in your company
• Recognize the techniques and abilities required to handle consumer complaints.
• Become more proactive in recognizing and resolving the issues that lead to complaints.
• Establish a procedure for handling a disgruntled customer.

Skills in handling complaints

• The abilities required to successfully address consumer problems (i.e. Empathy, Questioning, Assertiveness)
• What each skill performs and when it will be necessary
• A straightforward procedure for settling grievances

Finding the Cause at its Source

• Using interrogation techniques to ascertain all the details
• demonstrating to a client your willingness to assist
• Utilizing the fact-find to reassure the client

Taking Care of the Complaint

• Your complaint is conveyed through your voice, body language, and words.
• Your answer to a customer’s complaint
• Facing challenging circumstances
• putting the abilities to use in practice

 Taking Charge

• Determining the sources of complaints in your company
• Identifying potential complaints and addressing them before they become complaints
• Obtaining consumer feedback regarding their entire experience
• The information above can be modified and changed when you provide this course internally to better suit the requirements of your company.

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