Resolving Problems and Complaints

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