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Key Accounts and Customer ServiceResolving Problems and Complaints


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  • SpainMalaga
  • 14 - 18 Aug 2023
  • 20 CPD hours
  • $4,900.00
  • Overview
  • Course Outline
  • Scheduled Dates

Course Overview

Customer complaints are not always a sign that something is wrong.  They can often provide insight into opportunities for improvement.  When handled professionally, negative experiences can be salvaged and turned into positive ones. Being able to assess and address customer complaints is key to making this happen.

Research suggests customers will continue doing business with you even after a slip-up, provided you are able to resolve their problem.  In fact, in many cases customer satisfaction is higher after a problem has been effectively resolved than if the problem hadn’t occurred at all.

This course equips participants with the skills to handle challenging or difficult situations in a way which will increase customer loyalty, creating advocates for your brand.

Objective:

By the end of this interactive training programme, you will be able to:

  • Cultivate a positive mental attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathise
  • Build rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Recognise how complaints can help improve your business
  • Gain new complaint handling skills.
  • Discover key communication techniques.
  • Reduce conflict with your customers.
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Course Outline

Module 1 - Why do customers complain?

  • The main causes of customer dissatisfaction
  • What do dissatisfied customers want?
  • How do they want to be treated?
  • The impact of not dealing with problems effectively

Module 2 – Manage your reactions

  • How limited thinking can increase difficult conversations
  • The importance of a positive mental attitude
  • Changing perspective – in the customer’s shoes
  • Re-framing
  • A simple model to use when handling complaints

Module 3 – Manage your emotions

  • Take the stress out of difficult situations
  • Reducing negative emotions and accessing positive ones
  • Techniques to keep confidence high and self-esteem strong

Module 4 – Getting to the root cause

  • Use questioning skills to discover customers’ real concerns and issues
  • The different types of questions
  • Using questions to avoid conflict

Module 5 – Listen actively

  • Listening and not hearing
  • How effective listening can reduce escalations

Module 6 – Build rapport

  • Understand the role of Transactional Analysis – how it helps and hinders
  • Understand your customers’ communication style (Controller, Analyst, Facilitator, Enthusiast)

Module 7 – Dealing with the complaint

  • Your body language, voice and the words you use during a complaint
  • Identifying ‘trigger points’ that cause unnecessary escalations
  • Saying ‘no’ proactively & delivering bad news
  • Managing confrontations in public
  • Handling rambling / talkative customers
  • Confronting inappropriate, abusive or intimidating behaviours assertively
  • Handling upset and distraught customers
  • Handling feedback/criticism about yourself or colleagues
  • Responding to customers who are exaggerating or lying
  • Using the skills in simulated exercises

Module 8 – Pro-active complaints management

  • Identifying what the causes of complaints are in your business
  • Looking out for reasons why people might complain and fixing it before it gets to a complaint
  • Gathering feedback from customers about their overall experience
  • Action planning
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Schedule & Fees

2+1Offer

Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.

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Location

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5 Days 20 CPD hours

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London

London

$4,500.00

  • Management

5 Days 20 CPD hours

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Malaga

Malaga

$4,900.00

  • Management

5 Days 20 CPD hours

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Malaga

Malaga

$4,900.00

  • Management

5 Days 20 CPD hours

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Frankfurt

Frankfurt

$4,900.00

  • Management

5 Days 20 CPD hours

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Frankfurt

Frankfurt

$4,900.00

  • Management

5 Days 20 CPD hours

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Istanbul

Istanbul

$4,900.00

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Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

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Resolving Problems and Complaints

  • SpainMalaga
  • 14 - 18 Aug 2023
By submitting this form you agree to our Terms and Conditions and Privacy Policy.
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Resolving Problems and Complaints

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  • SpainMalaga
  • 14 - 18 Aug 2023
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