Proven Strategies for Handling Customer Complaints
This one-day workshop is designed to meet the needs of front-line staff faced with difficult customers. At the end of this workshop, participants will understand that the successful resolution of customer complaints to the customer's satisfaction is critical to the long-term success of organizations. They will go back to the workplace knowing how to create a service recovery system; how to identify the main roadblocks to service recovery, know the strategies for preventing dissatisfaction; and know the 7-step procedure for handling customer complaints successfully. The techniques in this workshop will help front-line staff diffuse adverse situations, handle customer complaints, and increase customer satisfaction.
What Will You Learn
- Customer complaints are windows of opportunity
- Guidelines for responding to customer complaints via letters and emails
- What is service recovery?
- Creating a service recovery system
- The cost of customer dissatisfaction
- How to deal with difficult customer types
- How to maintain the customer when you have to say no
- Use a 7-step approach to handling customer complaints successfully
Who Should Attend:
Service professionals and their supervisors.
Fee:
$35,000 JMD
