At Eagles Management, we understand that successful businesses rely on satisfied 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.
In this workshop, participants will discover the secrets to handling customer complaints in a way that builds loyalty and generates additional revenue. They will learn how to demonstrate empathy, communicate in the best way, ask questions to identify issues and enhance the customer’s experience.
Sessions available both Online/Remote or In-house
LEARNING OBJECTIVES
By the end of the session participants will:
• 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
• Recognize the importance of listening actively and asking questions to understand others
• Identify their behavioral 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
COURSE OUTLINE
MODULE I: Handling Customer Complaints
• Why customers complain
• The damage complaints can do to your organization
• Making sure the complaint does not escalate
• Accepting customer feedback
MODULE II: A step-by-step process for dealing with complaints
• Identifying processes to deal with the most common objections
• Active listening – gathering the information
• Showing empathy & building rapport
• Appropriate apologies
• Fixing the problem
• Let the customer know what can/will be done about their complaint
• Offering suitable solutions & negotiation
MODULE III: Communication that Works
• Ensuring the customer feels listened to
• How to sound confident, caring & helpful
• Gaining the customer’s respect
• Assertive behavior
• Using ‘I’ statements for assertiveness
MODULE IV: Dealing with Complaints
• Understanding the customer’s real problem
• Caring about the problem
• Saying ‘no’ constructively
• Knowing when to take responsibility
MODULE V: Remaining Calm & Not Over-reacting
• Staying calm under pressure
• Anger: What is it and why?
• Overcoming fear
• Getting across your point of view
• Defusing a difficult situation
• The power of behavior
• Maintaining personal integrity and managing your emotions
MODULE VI: Tips for Handling Different Types of Customers
• Typical customer types that we encounter
• Managing difficult & rude behavior
MODULE VII: Generating Customer loyalty
• Taking responsibility for the successful outcome
• Re-building the customer relationship