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Notre offre > Formations > Manage complaints and incivility in customer relations

Durée

1 day

Public

If you are responsible for dealing with customer complaints (internal or external), then this course is for you

Objectif

  • Understand the impact you have on customers; negative and positive
  • Understand the change in your thinking and behaviour that is required to manage complaining customers
  • Recognise that it is important not to take complaints personally but to respond in a professional manner
  • Establish rapport with angry and abusive customers, and resolve their complaint
  • Appreciate the value to you and your customers when you remain calm and resist their pressure

Programme

Mise à jour le 15 Janvier 2024

 

Personal Impact on Customers

  • “I’m good at managing my customers”- self-analysis
  • What do your customers think about you and your organisation?
  • The perception divide – “It’s entirely your fault!”

Managing Customer Complaints

  • Why customers complain
  • Managing extremes of behaviour
  • Managing emotion

Managing Angry and Abusive Customers

  • Managing the issue and not the person
  • Managing your customer’s emotion
  • Staying calm under pressure

Generating Customer Loyalty

  • Listening, acting and responding to customer needs
  • Using the complaint to re-shape the ‘customer experience’
  • Genuine, sincere and proactive customer service

Achieving Excellence in Customer Service

  • Best practice checklist
  • Your customer experience statement
  • Personal action plan

Tarif jour : à partir de 1700 €

Méthodes pédagogiques

This course explains how to stay calm under pressure, not to over react, and how to remain professional when managing issues.
Customer expectations for speed, quality, cost control and delivery have increased and customers complain when their expectations are not met. When customers complain it can be a very stressful experience and remaining calm under pressure is key to retaining long-term customer loyalty.

Ces formations pourraient vous intéresser

Durée

1 day

Public

If you are responsible for dealing with customer complaints (internal or external), then this course is for you

Objectif

  • Understand the impact you have on customers; negative and positive
  • Understand the change in your thinking and behaviour that is required to manage complaining customers
  • Recognise that it is important not to take complaints personally but to respond in a professional manner
  • Establish rapport with angry and abusive customers, and resolve their complaint
  • Appreciate the value to you and your customers when you remain calm and resist their pressure

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