Introduction
The quest for 100% customer satisfaction is like the quest for most forms of perfection – sometimes can be a little unrealistic. Problems often happen because the environment in which your business operates changes with the changing wants and needs of customers, market regulation and so on.
Winning organizations are organization that are good not just in understanding customers needs and delivering the right product and services to meet the needs but also are good at managing customers complaints and service recovery. As a matter of fact, research shows that complaints that are handled in effective manner will improve customers’ loyalty. On the other hand, poor complaints management will be the best and way to drive customers away…forever.
This workshop is designed to provide the knowledge, skills and tools on how to manage customer complaints and deliver service recovery in a way that will restore customer’s trust and loyalty towards the product and services offered by the organization.
Who Should Attend
All frontliners, service and support personnel who has to deal with customers particularly in managing customers complaints
Participants will Learn
- The real reason behind customers complaints & the importance of csutomer complaints for organization success.
- How to communicate empathy and service excellence in professional manner. (Using verbal & non verbal communication).
- How to manage inquiries, feedback and gievances in a way that will restore customers’ trust and loyalty
- How to manage difficult conversations during service encounters
- How to deal with various and difficult personalities
- How to deliver Service recovery in effective manner
- How to deliver impact using Emotional Intelligence
- Practical tools on how to manage negative emotions and create positive emotions when having to face negative situations during service encounters
Methodology
The programme will be conducted using a combination of lecture, role play and simulation activities
Typical duration is 2 Days (9am – 5pm)
