Handling Complaints

Program Overview

Difficult situations are inevitable in a service industry especially when we deal with various customers who are bent on getting their way. A complaint is basically an expression of customer distress towards a situation that differs from his expectations of the service rendered. Although a complaint implies negative ramifications, it actually presents the service provider with the opportunity to offer redress and restore a customer confidence, as well as attaining customer satisfaction. Neglect or mishandling of a complaint would have serious repercussions to the service organization by way of loss of customer and subsequent damage to the organization’s reputation. The difference between the service rendered is easily measured by the method of handling complaints and recovering from difficult situations.

Program objectives

Upon actively participating in this course, you will be able to:

Understand the reasons customers become difficult and work towards preventing such situations.

Foster discussions and understanding on the nature of a dissatisfaction.

Understand and manage our emotions when dealing with different types of customers.

Value and welcome complaints as opportunities to provide redress and attain customer trust and satisfaction.

Respond to criticism better.

Acquire skills to handle difficult customers.

Learn to say YES! Even when it seems like a NO!

Know the usage of correct words, tone and body language when dealing with various types of difficult customers.

Know the necessary steps to be taken to solve a complaint (listen, understand, identify, discuss solutions and solve).

Employ effective EQ listening skills in handling various customer types

Employ powerful service recovery methods to renew customer confidence and increase loyalty.

Administrative details

Training methodology

100% Activity based training

Group discussions

Case studies

Interactive storytelling

Video presentation

Who should attend

This programme would be highly beneficial to Managers, Executives, Officers and Supervisors who are involved in the food and drink industries, manufacturers, service providers

Content Day 1

Training content Day 1

Key elements of a WORLD CLASS Customer Experience excellence

Attitude

Skills

Knowledge

Behaviour

Group presentation

Empathy – Putting Emotional Intelligence to work

Understanding customer’s perspective, emotions, wants and needs

Developing your Empathic Customer Experience Statement

Learning to use empathic dialogue to develop trust

Exercise: Developing empathic statements to use according to actual customer issues

Rapport Building Communication Flow in complaint situations

Active Listening

The L.I.S.T process (Acknowledge, probe, solve)

Identifying actual customer complaint scenarios

Exercise: Developing complaint handling dialogue

Role play

Professional / Articulate Speaking

Communicating without body language through phone

Articulate speaking

Mastering and Applying Voice Characteristics

Tone, Pitch, Rate of Speech and Volume

Trainer demo through participant interaction

Content Day 2

Training content Day 2

Positive body language in complaint situations

Conveying non-verbal impressions

Synchrony vs Dyssemia

Slide presentation – Do’s & don’ts of body language

Developing a customer-centric service mindset

Self – diagnosis

Service Dimensions All Customers Care About

Exercise: Are we fulfilling those dimensions?

Exercise: What needs to be done?

De-fusing angry customers

During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.

Why do customers get angry?

Managing / filtering our own emotions

Managing the customer’s emotions – A structured approach

Role play sessions on real scenarios

Handling complaints through email

The trainer provides email templates for the following customer requests including complaint handling:

Form or document request

Apology email with request for further information

Giving information & Instructions

Additional templates shall be created in case the participants provides more scenarios

Group exercise – Customizing the trainer’s templates to the client’s business