3R Coaching
Notre Offre

Manage complaints and incivility in customer relations

Pour plus d’informations
ou réserver une session
Contactez-nous
Durée
1 day
Public
If you are responsible for dealing with customer complaints (internal or external), then this course is for you
Objectifs
  • 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
Questions, infos ou réservation
CONTACTEZ-NOUS

Updated: 06/11/2025

 

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

Price per day: 2000  € without tax

 

Requirements: None

Méthodes

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.

Propulsé par
►
Les cookies nécessaires activent des fonctionnalités essentielles du site comme les connexions sécurisées et les ajustements des préférences de consentement. Ils ne stockent pas de données personnelles.
Aucun
►
Les cookies fonctionnels supportent des fonctionnalités comme le partage de contenu sur les réseaux sociaux, la collecte de retours, et l’activation d’outils tiers.
Aucun
►
Les cookies analytiques suivent les interactions des visiteurs, fournissant des informations sur des métriques telles que le nombre de visiteurs, le taux de rebond et les sources de trafic.
Aucun
►
Les cookies publicitaires diffusent des annonces personnalisées basées sur vos visites précédentes et analysent l'efficacité des campagnes publicitaires.
Aucun
Propulsé par