Handling Customer Complaints

Course Overview

It is unavoidable for every firm to encounter some unfavorable client feedback or complaints. Customer complaints may even be a daily reality for most firms, which they must manage and address.

If you were to see it from a different angle, though, customer complaints might just present your business with the chance of a lifetime to win over some of its most devoted clients. You may learn a ton from customer complaints that can help you better understand your clients and increase customer retention. You can learn a lot about possibly widespread issues that you can look into and permanently fix by looking into client complaints and feedback.

This two-day training will provide you the ability to build rapport with clients, respond skillfully to escalating service issues, and seize service chances to create client connections that foster client loyalty and organization confidence to turn client complaints into business possibilities

Course  Objectives

Participants should be able to after the program to:

• Keeping the Customer
• Maintaining Reputation
• Protect the Bottom Line
• Encourages Improvement

The course’s main takeaways are highlighted in the outline that follows. We will adapt the content of your training program as necessary to achieve your company goals. Before the session, we will deliver a copy of the participant materials to you upon request (s).

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

Module 1: Understanding your Customers and Product/Service Offerings.

• Learning Objectives
• Recognize Your Clients
• Using Customer Personas to Improve Customer Knowledge
• Defining Your Customer’s Touchpoints with a User Journey Map
• Know Your Offerings for Products and Services
• Combining: Tailor your product and service offerings to your client’s requirements.

Module 2: Developing Relationships and Improving Influence

• Describe rapport.
• Why is rapport-building crucial? Learn the advantages of developing rapport.
• Effective Ways to Develop a Relationship with Your Customers
• Active Hearing
• Empathetic Hearing

Module 3: Managing Buyer’s Remorse and Post-Sales Follow-Up

• What exactly is the buyer’s regret?
• Why are post-sales and service follow-ups important? What are they?
• Five efficient ways to follow up after a sale or service
• The Post-Sales Follow-Up Procedure

Module 4: Addressing Service Opportunities and Challenges

• What Problems Affect Customer Service?
• Typical Service Challenge Types
• What are service opportunities?
• To solve service challenges and identify service opportunities, use effective questioning techniques.
• Utilize effective verbal and nonverbal communication strategies to address service challenges

Module 5: Using the 5R Communication Approach, Increase Customer Engagement and Experience

• Knowing how to handle complaints from clients with various personality types by understanding their communication style and changing your communication style
• Utilizing the 5R Framework, handle objections and challenge clients or stakeholders with confidence.
• To properly manage consumers’ expectations, learn to speak assertively and positively.
• Using “Pause and Ask” to transform grievances into chances

Module 6: Effective Service Recovery Techniques to Convert Dissatisfied Customers into Loyal Advocates

• Steps for Effective Service Recovery: Redefining the Process
• Utilize the approaches for service recovery to deal with escalating service issues.
• How to quickly address service issues so that customers may once again have faith and confidence in your company
• Turning Customer Success into Service Recovery, converting Unhappy Customers into Loyal Advocates

Module 7:Develop an efficient feedback loop to transform complaints into opportunities

• Creating a Successful Feedback Loop to Transform Complaints into Opportunities
• the phases of a successful feedback loop system, which include the method, the procedure, and the subsequent actions
• Organizing Your Response
• Creating a System to Gather, Examine, and Track All Feedback
• Be open and honest when imparting knowledge to your employees.

 Module 8:Conclusion and evaluation

• Activity reflections and learning transfer
• Summary and conclusion of the learning assessment (MCQ)

Course outcomes

After participating in this engaging 2-day session, you will be able to:

• Use the right techniques to improve your understanding of your customers, goods, and service offerings.
• Showcase your capacity to connect with clients by utilizing communication techniques.
• Give examples of the typical post-sales and service follow-ups.
• Recognize the different service issues and chances that can come up during post-sales / service follow-ups.
• Utilize the approaches for service recovery to deal with escalating service issues.
• Utilize tried-and-true methods for handling customer service opportunities to convert skeptics into ardent supporters.

 

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